Hinge Health · 7 hours ago

Associate Technical Support Specialist

United States

Full-time

Remote

Entry Level

$43K/yr - $60K/yr

1+ years exp

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Responsibilities

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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical troubleshootingIT help desk experienceCustomer support toolsMobile management toolsRoot cause analysisBilingual SpanishBilingual FrenchHealthcare backgroundPHI/PII complianceTechnical support for medical devicesSoft skillsTime management skills

Required

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.