Customer Support Associate, Trayt.Health
EST
Clinical decision support platform
Be an early applicant
Clinical decision support platform
21-100 employees
Be an early applicant
21-100 employees
Company mission
To be a major contributor to the advancement of brain and behavioral healthcare by creating patient-centric tech-enabled solutions that dramatically improve diagnostic and treatment accuracy and patient health outcomes.
Role
Who you are
- 2-4 years of experience handling customer-facing troubleshooting, with a focus on technical troubleshooting
- Bachelor’s degree preferred or equivalent experience required
- Excellent verbal and written communication skills
- Strong problem-solving abilities and a passion for helping customers
- Empathetic and patient attitude towards customers' concerns and inquiries
- Ability to adapt and learn quickly in a fast-paced environment
- Proficiency in using customer support software, email, and basic office applications
- Hyper-organized and detail-oriented, with excellent written and verbal client-facing communication skills
- Good judgment and the ability to handle sensitive and confidential information with discretion
- Will need to cover US Eastern Time Zone hours
Desirable
- Technical proficiency with online tools and systems, including Google Suite, JIRA, and ticket-management systems (ZenDesk) as well as office applications such as spreadsheets and presentation software (Excel, Powerpoint, etc)
- Experience in preparing customer-facing educational materials (articles, process docs)
- Passionate about mental health as well as patient privacy
What the job involves
- At Trayt Health, we’re looking for a motivated and customer-focused individual to join our team as a Customer Support Associate
- As a member of our Customer Support team, you will play a crucial role in ensuring our customers receive exceptional assistance and prompt solutions to their inquiries
- Your excellent communication skills, problem-solving abilities, and friendly demeanor will contribute to the overall success of our customer support efforts
- This role will report to the Customer Support Manager at Trayt Health
- Monitor support tickets & Troubleshoot: Understand customer concerns, troubleshoot technical issues, and prepare the response to customers
- Escalate Complex Issues: Identify and escalate complex or unresolved issues to senior support personnel or relevant departments, ensuring timely and effective resolution
- Ensure Customer Satisfaction: Strive to exceed customer expectations by delivering a positive and personalized support experience. Build rapport and maintain a friendly and empathetic attitude towards customers
- Product Knowledge & Understanding of Workflows: Develop a deep understanding of Trayt products and business to provide informed assistance and product recommendations to customers. Develop a strong understanding of the workflows implemented
- Contribute to Knowledge Base & Help Materials: Assist in creating and updating the customer support knowledge base & help content by providing input on frequently asked questions and best practices
- Document and Track Interactions: Maintain detailed and accurate records of customer interactions, inquiries, and resolutions using our customer support software. Utilize this information to improve response times and enhance the overall customer experience
- Stay Updated: Keep up-to-date with changes in company policies, products, and services to provide accurate and up-to-date information to customers
- Collaborate with Team: Work closely and collaboratively with other colleagues at Trayt including engineering and product managers to troubleshoot and resolve customer issues
Our take
Brain and behavioural health conditions affect more than 1 in 5 people and are the leading disease contributor to the global health burden, costing more than $250bn in the US alone. With 70% of that burden directly attributable to intervention coming too late, it is clear that there is a problem in how such conditions are diagnosed. Trayt wants to fix this.
The company's solution is a data platform which collects and integrates behavioral, medical, genomic, and environmental factors to more completely diagnose, treat, and even prevent the onset of illness. In particular, its software is disruptive due to its ability to track and diagnose symptoms of multiple conditions - something that goes against current evidence-based medicine, which focuses on treating disorders one-at-a-time.
Founded in 2014, Trayt has formed partnerships with the likes of the Texas Child Health Access Through Telemedicine program, and the Child Psychiatry Access Network. This early focus on pediatric application is something that is inherently scalable, and Trayt's long-term focus will be on expanding its product into wider consumer bases to maximize its positive impact.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Mar 2022
$7.5m
SERIES A
Dec 2016
$2m
SEED
Total funding: $9.6m
Company benefits
- Hybrid/Remote Work/Flex Scheduling Environment
- Lots of opportunity for growth in a fast-paced environment
- Flexible PTO
- Company Equipment
- Medical, dental & vision insurance
- 401k
Company HQ
Downtown Menlo Park, Menlo Park, CA
Leadership
Malekeh Amini
(Founder & CEO)An engineer and Harvard MBA by training, Malekeh Amini has more than 25 years in digital health services and a proven track record in entrepreneurship, strategy, business development, and operations.
Carl Feinstein, MD
(Co-Founder & Chief Medical Officer)Dr. Carl Feinstein is Professor Emeritus in Child and Adolescent Psychiatry at Stanford and Clinical Professor of Psychiatry and Vice Chair, Child & Adolescent Psychiatry at UC Riverside.
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