Support Specialist

As a Support Specialist at Strive Health, your primary responsibilities include serving as the initial point of contact for end-user technical assistance, troubleshooting issues, managing support tickets, and ensuring customer inquiries are addressed according to the defined service level agreements (SLA). You'll also assist users with their devices and recommend updates to documentation to enhance clarity.

To qualify for the Support Specialist position at Strive Health, candidates should have 2+ years of relevant education, certification, or experience. A strong understanding of Windows and macOS operating systems, coupled with excellent customer service skills, will be crucial. Additionally, a good attention to detail and the ability to work both independently and in a team setting are highly preferred.

A Support Specialist at Strive Health should be proficient in troubleshooting Windows and macOS operating systems and must be familiar with popular office software applications like Microsoft Office. Strong skills in managing IT equipment inventory and attention to organizational details will also be beneficial for this role.

The work culture at Strive Health is collaborative and supportive, emphasizing diversity and success. As a Support Specialist, you'll be part of a team that celebrates achievements and prioritizes open communication, holistic wellbeing, and continuous process improvement, all while striving to make a significant impact in healthcare.

Strive Health offers a competitive compensation package for Support Specialists, including medical, dental, and vision insurance, a 401k with employer match, paid time off, and unique benefits like sabbaticals and paid living donor leave. Additionally, employees have access to wellness resources and an annual professional development stipend.

When answering this question, focus on specific examples of past troubleshooting experiences, highlighting how you identified problems, the steps you took to resolve them, and the outcomes. Emphasize your ability to communicate solutions effectively to non-technical users.

To answer, describe your approach to assessing the urgency and impact of each ticket, using a system to manage priorities, and how you ensure that high-impact issues are addressed promptly while keeping customers informed throughout the process.

Discuss your strategies for maintaining patience, clarity, and empathy while interacting with customers. Provide examples of how you’ve used active listening and effective communication to resolve inquiries positively.

Mention your commitment to continuous learning through online courses, webinars, or tech forums. Talk about any certifications you've pursued and how you apply that knowledge to improve in your role as a Support Specialist.

Be prepared to share a specific example where you faced a particularly tough challenge. Detail the situation, your thought process, any collaboration with others, and how it was ultimately resolved.

Explain the importance of accurate and clear documentation in improving efficiency and accuracy in resolving issues. Discuss how you have contributed to documentation processes in past roles and its impact on team performance.

Describe how you would approach the situation with empathy. Emphasize your techniques in calming users, understanding their concerns, and communicating effectively to resolve their issues.

Share your experience with tracking and maintaining IT equipment, ensuring assets are accounted for, and the processes you’ve implemented to improve inventory management. If applicable, suggest how you could improve current practices.

Discuss your personal techniques for managing stress, such as prioritizing tasks, taking breaks, and staying organized. Share specific examples of how you maintained effectiveness during high-pressure situations.

Convey your passion for technology and customer service, and how both align with Strive Health’s mission to improve patient care. Discuss your excitement about joining a healthcare startup known for innovation and impact.