Bilingual Customer Support Agent (Tier 1)

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.

• 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.

• Bilingual- fluent in written and oral English/Spanish.
• 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.