Application Support Specialist

Summary

Join Counterpart Health as an Application Support Specialist and provide essential support and configuration assistance for internal teams and users of the AI physician enablement platform. You will deeply understand application functionality to resolve user problems, efficiently manage reported issues, and maintain a comprehensive knowledge base. Collaborate with Product and Engineering teams to resolve bugs and address user requests. Analyze data and monitor systems to identify and implement solutions to prevent recurring issues. Success involves mastering platform functionalities, handling a broader range of issues independently, and becoming a subject matter expert. Long-term, you will leverage support experience to provide strategic feedback and drive improvements in support processes and workflows.

Requirements

• You have 1+ years of experience in software QA, customer support, or technical support for a web application or SaaS product
• You have proficiency in different operating systems and browsers, and are familiar with investigating common problems like network issues and cookies
• You have a demonstrated ability to explain technical concepts to non-technical users
• You are proficient in determining the cause of web application errors and reproducing them using tools like a browser console
• You are able to articulate clear, structured steps to reproduce user problems, and have worked with engineers or QA teams in the past
• You are proficient with Google Applications, GitHub, Zendesk, CRMs (e.g. Hubspot), and SQL

Responsibilities

• Deeply understand the functionality of our applications to quickly identify and address user problems, enhancing their ability to use the software effectively
• Efficiently manage the intake of reported issues, provide accurate diagnoses, and ensure prompt resolution or escalation to the appropriate teams
• Maintain a comprehensive knowledge base of common issues and their resolutions, providing clear procedural documentation to aid users in resolving problems
• Collaborate with Product and Engineering teams to resolve new bugs quickly and address challenging user requests, ensuring minimal disruption
• Analyze data and monitor systems to identify root causes of user-impacting issues and implement solutions to prevent recurrence

Benefits

• Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities
• Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions
• We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage
• We understand the importance of mental health in fostering productivity and maintaining work-life balance
• To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy
• Additionally, we embrace a remote-first culture that supports collaboration and flexibility, allowing our team members to thrive from any location
• Developing internal talent is a priority for Clover
• We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews
• Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
• Reimbursement for office setup expenses
• Monthly cell phone & internet stipend
• Remote-first culture, enabling collaboration with global teams
• Paid parental leave for all new parents
• Reimbursement for office setup expenses
• Monthly cell phone & internet stipend
• Flexibility to work from home, enabling collaboration with global teams