Technical Support Specialist - New Haven, Connecticut, United States - Unite Us

Description

About the Role:

Unite Us is seeking a Technical Support Specialist I to join the User Support team. 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 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.

Primary responsibilities include: Interfacing with customers, resolving customer issues, troubleshooting user issues, and maintaining documentation.

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
• Monitor Slack help channels to gain better understanding of Unite Us products
• *Participate in after hours on call rotation and observed holiday coverage

You are a great fit for this role if:

• Bachelor's degree in Information Technology and/or Public Health or equivalent experience
• 1-3 years of customer service and technology experience
• Experience using a CRM related tool
• Strong analytical and problem-solving skills
• Ability to quickly gain an in-depth understanding of our products and services
• Understanding in health care services
• Comfortable working in teams
• A desire to help and to interface with customers
• Outstanding written and verbal communication skills
• Comfortable working in a fast-paced start-up environment
• Ability to work independently under minimal supervision and 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

Technical Tools:

• CRM Tools: Intercom, JIRA, Hubspot
• Documentation Tools: Confluence, Google Suite
• Project Management Tools: Asana
• Performance Management Tool: Lattice
• Technical Tools: Logica
• Internal Tools: Workday, Zoom, Slack, Workramp

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
• The target pay range for this role is: $54,000 - $57,000 This salary range represents our national target range for this role. Some geographic areas may have higher target ranges.

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 to request an accommodation.

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