Technical Support Representative

About Our Client

Mental health is a vital conversation that is more prominent today than ever before. Addressing behavioral health is no longer a taboo; it is essential and fundamentally human. The hiring company is on a mission to enhance the delivery of world-class behavioral care through data, measurement, and personalization. Clinicians are given the necessary support to perform the critical work that only they can deliver.

About The Role

The role seeks a Technical Support Specialist to become part of a growing Customer Success team. The specialist will play a key role in building a top-tier technical support team with customer success standards and supporting a product that makes a positive impact daily. Reporting to the Support Team Lead, the responsibilities include ensuring exceptional customer service, resolving technical issues, and helping customers maximize the platform's benefits. The role also involves analyzing support data and collaborating with cross-functional teams to enhance product development based on customer feedback.

Who are You?

The role is perfect for individuals who thrive in startup environments and are adept at working in fast-paced settings. A passion for delivering superior customer support and a genuine interest in troubleshooting technical issues are crucial. Exceptional communication skills, attention to detail, self-motivation, effective time management, and resourcefulness in solving complex issues are key traits for success in this position.

How will You Contribute?

• Provide hands-on support for complex customer inquiries via email, chat, and Zoom.
• Ensure prompt resolution of customer inquiries and issues to their satisfaction.
• Assist in establishing and maintaining support processes and workflows for efficient issue resolution.
• Identify and replicate technical issues to generate detailed bug reports.
• Develop and maintain a knowledge base and self-help resources for both internal and external use.
• Work closely with the Customer Success and R&D teams.

What Qualifications and Skills will Help You Succeed?

• 2-3 years of experience in a customer support role, with a minimum of 1 year in technical support.
• A proven record of delivering exceptional customer support and problem-solving.
• Strong organizational and time management skills.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with cross-functional teams.
• Experience with support ticketing systems and CRM tools.
• Familiarity with SaaS products and technical troubleshooting.
• Ability to adapt and thrive in a rapidly changing startup environment.

Valuable Added Skills:

• A passion for the healthcare/behavioral health industry.
• Experience in Customer Success.

Benefits

• A product that positively impacts people's lives every single day.
• An amazing team with a shared vision and drive to achieve it.
• Competitive compensation, including significant equity.
• 401(k) plans matched to 4%.
• Opportunities to build, grow, and significantly influence how technology enhances mental health support.
• Mental health days for personal rejuvenation.

Salary Range

The base pay range for this position is $55,000-$75,000 per year. Specific compensation depends on factors such as prior experience, qualifications, and geographic location.