Technical Support Specialist 1 (PM Shift)
Technical Support Specialist 1 (PM Shift)
Technical Support at Unite Us:
Technical Support’s mission is to provide an industry-leading product support experience for our customers. We are committed to ensuring our users have a memorable support experience while using our technology. Being that we interact with our users daily, we have the opportunity to improve system performance and recommend changes to cross-functional departments - technology, marketing, operations, and communications.
What You’ll Do:
Providing a best-in-class support experience is at the core of our success. As a Technical Support Specialist I, you will support our customers covering the hours of 2 pm to 11 pm Eastern. You’ll set the bar for providing superior support, communicate clear and concise resolutions, and guide our users with empathy through corrective steps.
Responsibilities:
- Answer incoming user support conversations and requests via chat, email, and phone
- Triage incoming requests and escalate higher-level issues when needed
- Create and update documentation and help center content
- Break down technical information into easily digestible content for customers
- Provide informed recommendations on configurations to meet customer objectives
- Research issues by collaborating with other internal resources when a solution is not readily available
- Participate in after hours on-call rotation and observed holiday coverage
Requirements:
- Bachelor’s degree in Information Technology and/or Public Health or equivalent experience preferred
- At Least 1-3 years of customer service and technology experience
- Experience with customer support / ITSM tools such as Intercom, Jira, ServiceNow, Zendesk, etc.
- A passion for health care services and/or a commitment to social impact initiatives to help underserved communities
- Outstanding written and verbal communication skills
- Comfortable with autonomy and working in a fast-paced start-up environment
Our Mission:
Unite Us’ mission is to unlock the potential of every community. Our co-founders started Unite Us in 2013 to serve the people they served with. They witnessed firsthand the barriers and inefficiencies in trying to navigate health and social services, and set out to improve that experience for veterans and their families. Unite Us quickly expanded to serving all people who need connections to care across our country. Through Unite Us’ national network and software, community-based organizations, government agencies, and healthcare organizations are all connected to better collaborate to meet the needs of the individuals in their communities. We drive the collaboration to predict, deliver, and pay for services that impact whole-person health. If you want to do well and do good, join Unite Us.
Environmental Job Requirements and Working Conditions:
- This position is remote, U.S. based: PM Shift: 2pm-11pm EST, 1pm-10pm CST, 12pm-9pm MST, 11am-8pm PCT, Remote Role (Holiday Coverage)*
- The target pay range for this role is: $50,000-60,000 This salary range represents our national target range for this role. Some geographic areas may have higher target ranges.
- This position may require up to 10% travel
Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at peopleops@uniteus.com to request an accommodation.
#LI-Remote