Equip Health
Remote - USA
Product Support Associate
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About the role
The Product Support Associate will be responsible for being the first point of contact for employees or external customers seeking technical assistance. They will ensure that users receive the support they need to effectively use various systems and applications. The Product Support Associate will have strong communication skills, a passion for technology, and a desire to learn and grow in a product support role.
Responsibilities
- Provide prompt, courteous, and efficient support to internal or external users experiencing product issues or seeking assistance with our software.
- Investigate and troubleshoot software and platform-related problems reported by users via various channels (phone, email, chat, etc.).
- Assist users with hardware and software troubleshooting.
- Escalate unresolved issues to senior team members or other internal teams as appropriate, ensuring follow-up until issues are resolved.
- Consistently document issues and resolutions within the product support ticketing system.
- Perform other duties as assigned.
Qualifications
- Associates or bachelors degree or equivalent experience.
- Ability to work 9 am - 6 pm PST.
- Excellent verbal and written communication skills.
- Strong customer-service orientation including professional interpersonal skills and the ability to effectively collaborate with external and internal stakeholders.
- Demonstrate ability to consistently follow processes, reflecting a strong attention to detail.
- Quick learner with a strong interest in mastering new technologies, including Equip’s platform and best practices in product support.
- Comfortable with ambiguity and ability to think critically to quickly and accurately work through challenges in a fast-paced, fluid environment.
- Participate in after-hours or weekend support as needed to meet business demands.
Physical Demands
Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed.