What are the responsibilities and job description for the Customer Experience Rep - SaaS Troubleshooting / Medical Billing position at Sycle?
About Sycle
Sycle is a market-leading global SaaS company with the mission of facilitating the delivery of better hearing to the world. Founded in 2001, we have grown to be the leading practice management solution for audiology (hearing care) providers, with more than 65% market share.
Position Requirements
As a vital part of the Sycle Team, the Customer Experience team strives to provide our customers with a level of support that exceeds expectations. The role involves supporting our audiology platform, helping customers learn the system, and leveraging its functionality over the phone and email. Inquiries range from base-level technical troubleshooting—such as investigating software "oddities" and connectivity issues—to complex billing and medical insurance inquiries. Someone with experience and/or certifications in the medical insurance space, coupled with a natural aptitude for technical problem-solving, is a requirement for this role. While 80% of the work is technical support the 20% that relates to medical billing support is critical to this role.
This is a remote position that requires the applicant to work from home from one of the following states: AL, CA, CO, FL, IL, MN, NV, OR, TX or UT.
Key Competencies Required
Sycle is a market-leading global SaaS company with the mission of facilitating the delivery of better hearing to the world. Founded in 2001, we have grown to be the leading practice management solution for audiology (hearing care) providers, with more than 65% market share.
Position Requirements
As a vital part of the Sycle Team, the Customer Experience team strives to provide our customers with a level of support that exceeds expectations. The role involves supporting our audiology platform, helping customers learn the system, and leveraging its functionality over the phone and email. Inquiries range from base-level technical troubleshooting—such as investigating software "oddities" and connectivity issues—to complex billing and medical insurance inquiries. Someone with experience and/or certifications in the medical insurance space, coupled with a natural aptitude for technical problem-solving, is a requirement for this role. While 80% of the work is technical support the 20% that relates to medical billing support is critical to this role.
This is a remote position that requires the applicant to work from home from one of the following states: AL, CA, CO, FL, IL, MN, NV, OR, TX or UT.
Key Competencies Required
- Customer Focused: Serve as the front line for Sycle customers, managing inquiries and helping them maximize the software's value, including supporting technical workflows and complex billing/insurance inquiries.
- Communication Skills: Ability to effectively listen and communicate technical and insurance-related concepts with Sycle customers and the internal team.
- Learning Ability: Must be a quick learner with the ability to master our core software, ancillary products, and technical diagnostic tools to effectively support users.
- Technical Detective & Teamwork: Proactively take the lead in identifying the root cause of customers' technical issues—from browser conflicts to sync errors—while partnering well with critical functions like Customer Service and Marketing.
- Experience with medical claims, terminology, and billing principles (CPT, HCPCS, ICD-10).
- Technical Troubleshooting: Familiarity with basic diagnostic concepts, such as checking connectivity via trace routes or identifying failures within software error logs in Windows and Mac environments.
- Browser Environment Management: Proficiency in optimizing a variety of browsers for SaaS performance, including clearing cache, setting file associations, and managing plugins/pop-up exceptions.
- Systems Literacy: Experience navigating various CRM, EMR, or EHR databases and understanding the flow of data between practice management tools and clearinghouses.
- Understand Sycle platform functionality and communicate technical and billing information succinctly to customers.
- Build professional relationships to maintain customer satisfaction.
- Provide basic training and technical environment setup for new Sycle users.
- Manage account maintenance, including clinic additions, billing updates, and subscription renewals.
- Identify problematic workflows and investigate software "odd behaviors" to determine if they are user-error or system defects.
- Report core functionality suggestions through detailed feature requests.
- Provide browser support and troubleshoot software integration syncs.
- Understand reporting functions and remain informed on software defects to help troubleshoot with customers.
- Effectively manage cases through HubSpot and escalate complex issues with clear technical documentation (screenshots and logs).
- 2-3 years of technical help desk or technical billing support experience.
- Strong problem analysis and root-cause troubleshooting skills.
- High energy with a results-driven, "self-starter" personality.
- Strong verbal and written communication skills.
- Like to have: AAPC certification or CPB in Professional Billing.
- Experience working with Waystar and/or Optum Intelligent EDI.
- Experience troubleshooting SFTP or bi-directional clearinghouse data flows.