Customer Support Agent (Tier 1)

Summary

Join Vida, a virtual health clinic, as a Customer Support Agent and play a critical role in shaping the customer support experience. You will assist customers with technical issues and questions related to the app and services. This role requires 1-2 years of customer support experience in a fast-paced technology company and excellent communication and problem-solving skills. You will need to be comfortable handling technical and non-technical cases and have open availability to work weekends and some holidays. If you thrive in a fast-paced startup environment and want to be involved in the cutting edge of healthcare, this role is for you. Vida is committed to diversity and inclusion and offers a competitive salary.

Requirements

• 1-2 years of customer support experience in a growing and fast-paced technology company
• Open availability to work on weekends and some holidays
• Comfortable handling technical and non-technical cases
• Positive and optimistic personality- no problem is too big
• Excellent listening and problem-solving skills with a passion for helping people
• Outstanding written and oral communication skills and the ability to explain technical problems or solutions to a non-technical audience
• Strong time management, task management, organization and prioritization skills
• Empathy and the desire to learn and grow

Responsibilities

• Respond to support inquiries and issues reported by customers (via phone or email) with requisite consideration, empathy and thoughtfulness
• Ensure timely resolution of support tickets in accordance with established service level agreements (SLAs)
• Efficiently diagnose and troubleshoot technical issues to determine the next support steps- provide solutions or escalate to the appropriate level
• Become an expert on Vida’s programs, client-specific offerings and features- helping our customers understand all of the benefits pertaining to their specific health needs
• Clearly track and communicate bugs or trending issues to management when they arise
• Report regularly on customer feedback to help drive product and process improvements
• Assist Tier 2 Support and management with special projects as needed

Benefits

$40,000 - $40,000 a year