Associate Technical Support Specialist

Hinge Health is moving people beyond pain by transforming the way it is treated and prevented. Connecting people digitally and in-person with expert clinical care, we combine advanced technology, AI and a care team of experts to guide people through personalized care directly from their phone. Our approach is proven to reduce pain by 68%, prevent 42% of new opioid prescriptions, and avoid more than half of joint replacement surgeries. Available to 18M people, Hinge Health is trusted by leading health plans and employers, including Land O’Lakes, L.L. Bean, Salesforce, Self-Insured Schools of California, Southern Company, State of New Jersey, US Foods, and Verizon.

Learn more at http://www.hingehealth.com

Hinge Health Hybrid Model:

We believe that remote work and in-person work have their own advantages and disadvantages, and we want to be able to leverage the best of both worlds. Employees in hybrid roles are required to be in the office 3 days/week.

About the Role

As an Associate Technical Support Specialist, your focus will be to assist new and existing members in starting their program and provide quick, efficient technical support to existing members for their hardware and software needs. You must have exceptional written and verbal communication skills, strong soft skills and de-escalation methods, keen attention to detail, superior organizational skills, a proactive attitude towards learning, and be comfortable handling multiple tasks simultaneously. You’ll consistently prioritize members’ needs while advocating for their seamless program experience and provide direct and efficient support via phone, email and chat channels.

The role would be ideal for an applicant with at least 2 years of software and/or hardware troubleshooting experience. We’re a start-up, which means things here evolve at a rapid pace, so you should be comfortable dealing with ambiguity. But this also means you’ll have the opportunity to grow in your role, as the company grows. We value autonomy in your role and actively support ongoing learning and development.

• Diagnosing, investigating, documenting and resolving members problems related to Hinge Health products. 
• Develop extensive knowledge of our product including common technical challenges and troubleshooting techniques.
• Collaborate with teammates, and sometimes stakeholders outside of the Support organization, to research, escalate and resolve member problems. 
• Maintains knowledge of technology innovations and trends. 
• Provide best in industry support, fielding inquiries and addressing them in a timely and professional manner, while leveraging high level soft skills and de-escalation methods.
• Understand a member’s program journey by using and interpreting various technical platform tools.
• Ensure prompt and clear communication for members while conveying warmth and empathy.
• Adhere to key organizational metrics while upholding standards of quality and productivity.

• Technical troubleshooting or IT help desk experience (minimum two years).
• Excellent and well-rounded member facing communication skills.
• Strong analytical and problem-solving skills. 
• Ability to prioritize tasks along with  excellent time management skills.
• Proficiency in conducting thorough root cause analysis for technical issues. 
• Confidence managing multiple processes and workflows simultaneously.
• Ability to multitask between phone/email/chat queues effectively
• Experience with customer support tools (e.g. Zoom, Freshdesk, Salesforce) to resolve technical issues for end users. 
• Experience with data management tools (e.g. Mixpanel, JIRA, Tableau).
• Flexibility with your schedule.  Your work hours will be based on business needs and may include nights and weekends.
• Able to effectively work in a remote environment and be depended on for excellent punctuality and proactive communication.

• Healthcare background, and/or previous healthcare tech experience, especially startup experience.
• Remote work experience 
• Familiarity or experience adhering to PHI/PII compliance standard for health care users. 
• Technical Support / troubleshooting and/or logistics experience with medical devices & hardware. 
• Bilingual (Spanish, French)

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.
• Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.
• Modern life stipends: Manage your own learning and development