Employer: Vida Health
About the Role
As Vida’s Customer Support Agent, you will play a critical role in shaping the Vida support experience for our customers. You will be responsible for assisting customers with technical issues or questions related to our app and services. If you thrive in a fast-paced startup environment, enjoy working with both internal and external partners and customers, and want to be involved in the cutting edge of healthcare, this role may be for you.
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
REQUIREMENTS
- 1-2 years of customer support experience in a growing and fast-paced technology company
- 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, with the ability to explain technical problems or solutions to a non-technical audience
- Strong time management, task management, organization, and prioritization skills
- Empathy, desire to learn and grow
BONUS SKILLS
- Experience working in the health and wellness space
- Comfort and experience working in an external-facing capacity
- Working knowledge of Zendesk, JIRA, and SlackProficient with G-Suite
BENEFITS
- Competitive compensation with meaningful stock options
- Medical, Dental, Vision, Disability and Life Insurance (We cover 100% of your premium and 80% for your dependents)
- Healthcare FSA Plan
- Dependent Care FSA Plans
- Commuter and Parking Benefits
- 401k Program
- Flexible PTO Policy
- Paid Parental Leave
- 10 Paid Company Holidays
PERKS
- We’re a distributed company, so you can work from most US states (We still have a HQ office in San Francisco)
- Access to a Vida Health Coach and the full Vida app
- New hire home office stipend
- Monthly wellness benefit
- Training and leadership development programs
- Weekly meetups with team members across the country through our #connectandcommit program
- Quarterly all-company events
- Quarterly team-based connection opportunities
- Significant opportunities for growth and development as the business grows