Technical Support Specialist

Job Title: Technical Support Specialist

Department: Product Delivery 

About the Role: 

The Technical Support Specialist I will be responsible for ensuring our users have an excellent support experience while using our technology. Activities include answering incoming user support conversations, tickets, and requests, troubleshooting existing user concerns, and communicating resolutions to all parties. The ideal candidate will have a background in software support and/or customer service. They will be responsible for troubleshooting questions and issues as they arise from our users, escalating tasks to the appropriate Unite Us staff, and communicating updates and resolutions with customers. The specialist must have outstanding communication and interpersonal skills, enjoy problem-solving and excel at maintaining composure and professionalism at all times.

This role requires working hours of 2:00 PM – 11:00 PM EST (11:00 AM – 8:00 PM PST).

What You'll Do:

• Triage incoming user and customer engagements and escalate higher-level issues to Technical Support Specialist II, when needed
• Responsible for reviewing and recommending customer set up configurations including referral pathways, organization management, program management, user management, and custom settings
• Collaborate with other support teams (Technical Support Specialists II, Technical Support Analysts,  Senior Technical Analysts) to better understand customer workflow and how to approach incoming issues 
• Communicate resolutions with concise and clear language
• 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
• Participate in creating and updating Help Center content. This includes articles, product tours, saved replies, outbound messaging, and news 
• Participate in creating, updating, and maintaining knowledge-base documentation
• Contribute to team projects aimed at improving support efficiency and effectiveness
• Monitor Slack help channels to gain better understanding of Unite Us products
• Participate in after-hours on-call rotation and coverage for observed holidays

You’re a great fit for this role if:

Experience

• 1-3 years of customer service and technology experience
• Experience using a CRM related tool

Working Conditions

This position is remote, U.S. based; This position may require 10% travel 

• Daily 8-hour shift will be within user support hours: Monday through Friday, 8:00 AM to 11:00 PM ET. Holidays that fall Monday through Friday.
• This role requires working hours of 2:00 PM – 11:00 PM EST (11:00 AM – 8:00 PM PST).

Our Mission:

Unite Us’ mission is to unlock the potential of every community. Our co-founders started Unite Us in 2013 to serve the people they served with. They witnessed firsthand the barriers and inefficiencies in trying to navigate health and social services, and set out to improve that experience for veterans and their families. Unite Us quickly expanded to serving all people who need connections to care across our country. Through Unite Us’ national network and software, community-based organizations, government agencies, and healthcare organizations are all connected to better collaborate to meet the needs of the individuals in their communities. We drive the collaboration to predict, deliver, and pay for services that impact whole-person health. If you want to do well and do good, join Unite Us.

Environmental Job Requirements and Working Conditions:

• This position is remote, U.S. based. 
• This position may require 10% travel
• The target pay range for this role is: $52,500 - $56,500. This salary range represents our target hiring range for this role. The proposed salary will be dependent on the candidate's skills, experience, and competencies, as well as location.
• All team members will be required to pass a background check which includes criminal, employment, and education verification 

Benefits provided by Unite Us:

Medical, Dental, and Vision

We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.

Wellness

Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members.

Flexible Time Off

Take what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays.
Paid Parental Leave

Adoptive parents are included.

Employee Resource Groups

Join our ERGs to connect and engage with colleagues, like Military Veterans

Spending Accounts

We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.

401(k) + Employer Match

Enjoy matching, immediate vesting and financial wellness resources

Additional Benefits

Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and your dependents

Disability Coverage

Accident Insurance

Pet Insurance

As part of this work at home job, we will provide you with all the necessary equipment to perform your duties, including a computer, mouse, keyboard as well as other items on our approved list of WFH supplies.

Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at [email protected] to request an accommodation.

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