Technical Support Specialist, Unite Us
$52.5-56.5k
More information about location
Software to address the social determinants of health
Job no longer available
Software to address the social determinants of health
501-1000 employees
Job no longer available
$52.5-56.5k
More information about location
501-1000 employees
Company mission
Unite Us' mission is to redefine the way health is delivered across communities.
Role
Who you are
- The ideal candidate will have a background in software support and/or customer service within SAAS or other SPI models
- The specialist must have outstanding communication and interpersonal skills, enjoy problem-solving, and excel at maintaining composure and professionalism at all times
- Bachelor’s degree in Information Technology and/or Public Health or equivalent experience
- 2-5 years of customer service and technology experience in a SAAS environment
- Strong analytical and problem-solving skills
- Strong software and web-based troubleshooting skills
- An ability to quickly gain in-depth understanding of products and services that our customers are utilizing
- Comfortable working in teams and interacting with senior-level positions
- A desire to help and interface with customers to solve customer issues
- Outstanding written and verbal communication skills
- Strong ability to outline project objectives, plan task work, and communicate results and deliverables
- Comfort working in a fast-paced environment, keeping responsibilities organized, and willing to collaborate
- Ability to work independently under minimal supervision and a strong track record of setting and meeting delivery commitments
- Can-do attitude and willingness to work on a dynamic mix of tasks, no matter how big or small
- Commitment to social impact initiatives and helping underserved communities
What the job involves
- Unite Us is seeking a Technical Support Specialist to join the User Support team
- The Technical Support Specialist II will be responsible for delivering an exceptional user experience by resolving or properly escalating complex user issues
- Specialists will engage with users to troubleshoot their questions and problems, educate users on proper workflows, investigate and create tickets, and collaborate with Customer Success and all necessary parties to deliver and communicate resolutions
- Specialists will assist in help center and knowledge base content creation to improve user resources and mentor specialists to gain understanding on the Unite Us platform
- Specialists lead and contribute to team projects focused on improving support process efficiency and effectiveness
- Primary responsibilities include: Interfacing with customers and/or users, resolving user issues, investigating and escalating tickets, communicating priority items to the product team, connecting Networks, Customer Success, and other user facing team members, maintaining documentation, and responding to internal help channels in regard to feature functionality
- Triage incoming ticket and user engagements, escalate issues to Tier 2, Customer Success, and Insights, as needed
- Mentor Technical Support Specialist Is to instruct users on proper software workflows or submit portal tickets as required
- Ensure user engagements in Intercom and Jira are appropriately assigned to Tier One Technical Support
- Review negative customer satisfaction survey results, identify solutions, and conduct follow up engagements with users to resolve issues and improve satisfaction
- Categorize customer feedback and CSAT remarks and deliver feedback to Product, Operations, Sales, or Customer Success
- Monitor support spam inbox to correct and assign any received emails marked as spam by Intercom’s automation
- Manage and triage customer specific inboxes responding rapidly to avoid SLA infringement, delivering a high quality support experience, and efficiently escalating issues to support customer deliverables
- Monitor help channels in slack ensuring all internal questions receive an answer or coordinating with internal SMEs to provide the required information
- Mentor specialists on expert level technical support procedures including first meaningful response, quality, and ticket triage
- Participate in user engagement and ticket quality reviews
- Responsible for reviewing and recommending customer set up configurations including integrations, screening updates, referral pathways, payment workflows, user management, and custom settings
- Participate in maximizing utilization of Help Center features and content. This includes articles, saved replies, automated workflows, integrated apps, conversation and ticket topics, messenger app features, and more depending on project objectives
- Develop expert knowledge on the Unite Us user platform
- Manage Technical Support to Customer Success and Sales Engagement Tracker, and collaborate closely with those teams to ensure issues resolutions, qualified sales leads, and positive customer relations
- Communicate resolutions with concise and clear language and receive confirmation from the user on the resolution
- Provide answers to clients by guiding them through corrective steps
- Research issues by collaborating with other internal resources when a solution is not readily available
- Employ strong attention to detail with focus on quality of work
- Establish ability to traverse technology, marketing, operations, and communications departments with ease
- Improve system performance by recognizing patterns, identifying problems and recommending changes
- Translate technical information and data into customer-friendly language, and vice-versa
- Accomplish organization’s mission by creating an industry-leading product support experience for clients
- Lead and contribute to Support team projects that improve team efficiency, quality, and effectiveness following project management standards
- Mentor and coach the Technical Support Specialists Team by facilitating knowledge sharing sessions and peer assistance programs
- SMEs (Subject Matter Experts) take ownership of different Unite Us products and platform features
- Participate in after hours on call rotation and observed holiday coverage
Our take
Unite Us is a technology company building a coordinated care network of health and social service providers in the US. Providers across sectors can send and receive electronic referrals, track every person's total health journey, and report on tangible outcomes across a range of services. This social care infrastructure helps communities transform their ability to work together and measure impact at scale.
Unite Us' software improves coordination, tracks outcomes, and helps standardize data sharing between payers, providers, government services, and social services. It works with healthcare organizations across the country including Kaiser Permanente, CyncHealth and the state of North Carolina, for example.
Recent acquisitions made by Unite Us, such as Staple Health, Carrot Health and NowPow will enable the company to continue to reduce inequities at structural, community, and institutional levels, and improve access to healthcare for US communities through the use of its operational software.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2022
$0.3m
GRANT
Nov 2021
$185m
LATE VC
Total funding: $380.6m
Company benefits
- Paid parental Leave
- 401k match
- Flexible vacation time
- Work from home opportunities
- Medical, Dental, and Vision coverage
- Commuter benefits
Company HQ
Tribeca, New York, NY
Leadership
Dan Brillman
(CEO)BA in Political Science at Yale. Previous Investment Analyst at Buck Consultants and Scout Ventures. Former Air Force Reserve Pilot. Co-founded Unite US in 2013.
Taylor Justice
(President)Previous Infantry officer in the US Army and Sales Engineer at JDSU for 4 years. Co-founded and was a Partner of HigherEchelon, a service-disabled veteran-owned consulting firm.
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