Equip Health, Inc.
Product Support Analyst
Equip Health, Inc., Atlanta, Georgia, United States, 30383
Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong
outcomes
and treatment approach at www.equip.health.Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equisters that have created Equip’s culture. Recognized by
Time
as one of the most influential companies of 2023, along with awards from
Linkedin
and
Lattice , we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.As a Product Support Analyst II, you will play a pivotal role in supporting both our in-house products and serving as a helpdesk resource to help resolve employee issues. We strive to provide a seamless, considerate, and efficient product experience for our patients, families, and providers. From creating processes to driving metrics and insights from our customers back to the technology team, to providing top-notch product support to our patients and families, your impact on Equip will greatly enhance our user experience. The person in this role needs to be comfortable with ambiguity, putting some order to chaos, and advocating for our customers. The ideal candidate will possess a background in helpdesk customer service, coupled with a keen interest in mastering Equip’s platform. They should exhibit a capacity for delving into, comprehending, and explaining technical details to both technical and non-technical individuals with clarity and ease.Responsibilities
Provide prompt, courteous, and efficient support to customers experiencing product issues or seeking assistance with our software.Analyze and troubleshoot technical issues impacting our employees.Escalate unresolved issues to the appropriate internal teams and ensure follow-up until issues are resolved.Continually improve support processes and tools to enhance customer satisfaction and internal efficiencies.Create and update documentation for both internal team members and external customers.Job Requirements
Minimum of 4 years of experience in product applications support and/or IT Helpdesk roles.Ability to work 8am-5pm EST.Proficient problem-solving and analytical abilities.Excellent communication and interpersonal skills, emphasizing rapport-building, active listening, and effective questioning.Capable of working independently and collaboratively in a team environment.Preferred Skills: MDM Admin (ideally Jumpcloud), GSuite Admin, Mac Support, PC Support, SAAS support, JIRA (or other ticket tools).Bonus Skills: AWS Console Admin, Salesforce, Postman.Proficient in using Google products, with an emphasis on GSheet formulas.Occasional nights and weekends support as business requires.Past experience working in a high growth startup environment.$75,000 - $85,000 a year
The salary range for this position is
$75K - $85K
a year, however base pay offered may vary depending on job-related knowledge, skills, and experience. We are open to compensation negotiations. This role can be located anywhere in the US. Equip offers a comprehensive benefit package, including medical, dental and vision insurance, 401k, paid time off, family and short-term disability leave.
Compensation and Benefits:Equip offers
competitive compensation and benefits programs as well as career development opportunities and exciting team retreats to ensure community and connection. The Talent Acquisition team will provide candidates with our benefit guide and share compensation information beyond posted bands. Below we have highlighted a list of some of our most popular benefits.Short and long term incentives, including yearly bonus potential.Remote work from home.Flexible PTO & Leave programs.Health, dental, and vision insurance.Wellness and reproductive care programs.401k retirement savings plan.Home office set-up stipend.Co-working monthly stipend.Equal Employment Opportunity:At Equip, we believe that our diverse perspectives are our biggest strengths — and that embracing them will create real change in healthcare. As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sexual orientation, gender identity, gender expression, familial status, age, weight, disability and/or any other legally protected classification protected by federal, state, or local law.
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outcomes
and treatment approach at www.equip.health.Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equisters that have created Equip’s culture. Recognized by
Time
as one of the most influential companies of 2023, along with awards from
and
Lattice , we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.As a Product Support Analyst II, you will play a pivotal role in supporting both our in-house products and serving as a helpdesk resource to help resolve employee issues. We strive to provide a seamless, considerate, and efficient product experience for our patients, families, and providers. From creating processes to driving metrics and insights from our customers back to the technology team, to providing top-notch product support to our patients and families, your impact on Equip will greatly enhance our user experience. The person in this role needs to be comfortable with ambiguity, putting some order to chaos, and advocating for our customers. The ideal candidate will possess a background in helpdesk customer service, coupled with a keen interest in mastering Equip’s platform. They should exhibit a capacity for delving into, comprehending, and explaining technical details to both technical and non-technical individuals with clarity and ease.Responsibilities
Provide prompt, courteous, and efficient support to customers experiencing product issues or seeking assistance with our software.Analyze and troubleshoot technical issues impacting our employees.Escalate unresolved issues to the appropriate internal teams and ensure follow-up until issues are resolved.Continually improve support processes and tools to enhance customer satisfaction and internal efficiencies.Create and update documentation for both internal team members and external customers.Job Requirements
Minimum of 4 years of experience in product applications support and/or IT Helpdesk roles.Ability to work 8am-5pm EST.Proficient problem-solving and analytical abilities.Excellent communication and interpersonal skills, emphasizing rapport-building, active listening, and effective questioning.Capable of working independently and collaboratively in a team environment.Preferred Skills: MDM Admin (ideally Jumpcloud), GSuite Admin, Mac Support, PC Support, SAAS support, JIRA (or other ticket tools).Bonus Skills: AWS Console Admin, Salesforce, Postman.Proficient in using Google products, with an emphasis on GSheet formulas.Occasional nights and weekends support as business requires.Past experience working in a high growth startup environment.$75,000 - $85,000 a year
The salary range for this position is
$75K - $85K
a year, however base pay offered may vary depending on job-related knowledge, skills, and experience. We are open to compensation negotiations. This role can be located anywhere in the US. Equip offers a comprehensive benefit package, including medical, dental and vision insurance, 401k, paid time off, family and short-term disability leave.
Compensation and Benefits:Equip offers
competitive compensation and benefits programs as well as career development opportunities and exciting team retreats to ensure community and connection. The Talent Acquisition team will provide candidates with our benefit guide and share compensation information beyond posted bands. Below we have highlighted a list of some of our most popular benefits.Short and long term incentives, including yearly bonus potential.Remote work from home.Flexible PTO & Leave programs.Health, dental, and vision insurance.Wellness and reproductive care programs.401k retirement savings plan.Home office set-up stipend.Co-working monthly stipend.Equal Employment Opportunity:At Equip, we believe that our diverse perspectives are our biggest strengths — and that embracing them will create real change in healthcare. As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sexual orientation, gender identity, gender expression, familial status, age, weight, disability and/or any other legally protected classification protected by federal, state, or local law.
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