Support Agent

Color is a health technology company that makes population-scale healthcare programs accessible, convenient, and cost-effective for everyone. We work with governments, public health institutions, employers, and national health initiatives around the world to provide the tools for preventive health and infectious disease management, including testing, vaccinations, and other services.

Apply to join Color and do the most meaningful work of your career. If you are not sure that you’re 100% qualified but are up for the challenge – we want you to apply!

This is a temporary position.

As a Support Agent, you will play a critical role within the Support team to ensure the highest level of service delivery to our valued clients and participants. You will be responsible for fostering a positive and collaborative work environment, continuously modeling excellence in support delivery, and developing outstanding support operations.

How You’ll Contribute:

• Customer Support: Respond to customer inquiries and support tickets promptly, demonstrating empathy and professionalism in all interactions. Provide guidance and assistance to clients using our platform, ensuring their needs are met effectively.
• Cross-Functional Collaboration: Collaborate with other departments, such as the product, engineering, and lab teams to ensure seamless coordination and alignment of operations support activities.
• Technical Troubleshooting: Diagnose and resolve technical issues related to our health tech solutions. Collaborate with the technical team to escalate complex problems and ensure timely resolutions.
• Product Knowledge: Maintain a deep understanding of our healthcare technology products and services. Stay up-to-date with new features, updates, and industry trends to provide accurate information and guidance to customers.
• Documentation: Create and update support documentation, including FAQs and knowledge base articles, to empower customers to find answers to common questions independently.
• Quality Assurance: Monitor and evaluate customer interactions to maintain high service quality standards. Identify areas for improvement and contribute to ongoing training initiatives.
• Customer Feedback: Gather and analyze customer feedback to identify recurring issues and provide insights for product improvement. Advocate for customer needs within the company.
• Support various projects and product initiatives depending on business needs.

Our Ideal Candidate Will Have:

• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Outstanding communication skills, both written and verbal.
• Strong problem-solving and decision-making abilities, with a client-centric mindset.
• Experience using customer service applications, such as Salesforce or other CRM.
• Expert knowledge of Google Apps and macOS.
• Flexible and adaptable to changing business needs and priorities. Resilience in a fast-paced and dynamic operational environment.
• Spoken and written Spanish fluency is a plus.

Typical Schedule:

• Sunday – Thursday (between 5a-5p PT / 8a-8p ET)

What We Offer:

• Competitive salary 
• Comprehensive medical, dental, vision, life, and disability benefits
• 401k match 
• Monthly phone and wifi stipend for employees
• One-time ergonomic stipend for your remote work set up
• Generous vacation policy, paid holidays and company-wide recharge days
• Equal paid parental leave for birthing and non-birthing parents 
• Four complimentary clinical-grade genetic testing kits for you and your family

Hourly Range: $17 – $25 per hour

The actual pay is dependent upon many factors, such as: work experience, market data, skills, geographic location, and business need. The pay range is subject to change and may be modified in the future. This role may also be eligible for benefits.