Associate Technical Support Specialist, Hinge Health

• You must have exceptional written and verbal communication skills, strong soft skills and de-escalation methods, keen attention to detail, superior organizational skills, a proactive attitude towards learning, and be comfortable handling multiple tasks simultaneously
• The role would be ideal for an applicant with at least 2 years of software and/or hardware troubleshooting experience
• We’re a start-up, which means things here evolve at a rapid pace, so you should be comfortable dealing with ambiguity
• Technical troubleshooting or IT help desk experience (minimum one year)
• Excellent and well-rounded member facing communication skills
• Strong analytical and problem-solving skills
• Ability to prioritize tasks along with excellent time management skills
• Proficiency in conducting thorough root cause analysis for technical issues
• Confidence managing multiple processes and workflows simultaneously
• Ability to multitask between phone/email/chat queues effectively
• Experience with customer support tools (e.g. Zoom, Freshdesk, Salesforce) to resolve technical issues for end users
• Experience with mobile and/or data management tools (e.g. Mixpanel, JIRA, Tableau, Auth0, Esper MDM) to properly diagnose and troubleshoot technical issues
• Flexibility with your schedule. Your work hours will be based on business needs and may include nights and weekends
• Able to effectively work in a remote environment and be depended on for excellent punctuality and proactive communication

Desirable

• As an Associate Technical Support Specialist, your focus will be to assist new and existing members in starting their program and provide quick, efficient technical support to existing members for their hardware and software needs
• You’ll consistently prioritize members’ needs while advocating for their seamless program experience and provide direct and efficient support via phone, email and chat channels
• You’ll have the opportunity to grow in your role, as the company grows
• We value autonomy in your role and actively support ongoing learning and development
• Diagnosing, investigating, documenting and resolving members problems related to Hinge Health products
• Develop extensive knowledge of our product including common technical challenges and troubleshooting techniques
• Collaborate with teammates, and sometimes stakeholders outside of the Support organization, to research, escalate and resolve member problems
• Maintains knowledge of technology innovations and trends
• Provide best in industry support, fielding inquiries and addressing them in a timely and professional manner, while leveraging high level soft skills and de-escalation methods
• Understand a member’s program journey by using and interpreting various technical platform tools
• Ensure prompt and clear communication for members while conveying warmth and empathy
• Adhere to key organizational metrics while upholding standards of quality and productivity