Associate Technical Support Specialist
Provides frontline technical support for members using healthcare hardware and software, resolving issues across phone, email, and chat. Requires at least one year of troubleshooting or support experience, strong communication, root-cause analysis, and remote-work skills.
About the job
Responsibilities
- Diagnose, investigate, document, and resolve member issues involving hardware and software products.
- Guide new members through technical onboarding and provide support by phone, email, and chat.
- Conduct root cause analysis and contribute improvements to knowledge-base articles and troubleshooting guides.
- Meet quality, productivity, response-time, and member-satisfaction metrics.
- Support peers with complex troubleshooting scenarios.
- Identify recurring technical patterns and recommend process improvements.
Requirements
- 1+ year of technical troubleshooting, IT help desk, or software/hardware support experience.
- Excellent written and verbal communication skills with a member-facing orientation.
- Ability to multitask across phone, email, and chat queues.
- Proficiency in root cause analysis and technical problem-solving.
- Flexibility to work schedules that may include nights and weekends.
- Ability to work effectively in a remote environment with punctuality and proactive communication.
Nice-to-haves
- Experience with Zoom, Freshdesk, or Salesforce.
- Familiarity with Mixpanel, JIRA, Tableau, Auth0, or Esper MDM.
- Healthcare or healthcare technology experience.
- Familiarity with PHI/PII compliance standards.
- Technical support or logistics experience with medical devices and hardware.
- Bilingual proficiency in Spanish or French.
Compensation and Benefits
- Salary range: $37,440–$64,480 annually.
- Medical, dental, and vision coverage.
- Gender-affirming care, family and fertility planning support, and travel reimbursements where healthcare is unavailable.
- Traditional or Roth 401(k) options with a 2% company match.
- Learning and development stipend.
Skills
Technical Troubleshooting, It Help Desk, Hardware Support, Software Support, Root Cause Analysis, Zoom, Freshdesk, Salesforce, Mixpanel, Jira, Tableau, Auth0, Esper Mdm, Phi/Pii Compliance, Medical Devices
Similar jobs
Support Engineering jobs
Rippling
United States
Manages post-production discrepancies between clients, insurance carriers, and internal teams, troubleshooting EDI/API data issues and improving processes. Requires 2+ years in a customer-facing operations or support function, benefits administration expertise, and strong organizational and communication skills.
PracticeTek
United States
Provides advanced technical support for escalated customer issues involving software, networks, and configurations. Requires 2+ years of customer or technical support experience, strong troubleshooting and communication skills, and behavioral-health practice experience.
Huntress
United StatesProvides remote customer and partner support for cybersecurity incidents, escalations, and SIEM questions while coordinating with SOC and product teams. The entry-level role requires strong communication, incident-management potential, and foundational cybersecurity knowledge.
Rippling
United States
Resolves benefits and enrollment issues for US-based customers and insurance carriers, coordinating with internal teams to investigate root causes and improve processes. Requires 1–3 years of customer-facing operations experience with US insurance and benefits expertise.
SpotOn
Tampa, FL
Installs and supports restaurant POS hardware and infrastructure through site surveys, technical troubleshooting, staff training, and onsite deployment. Requires 2–3 years of restaurant or technical support experience, networking expertise, bilingual English/Spanish proficiency, and substantial travel.