Product Support Associate

Product Support Associate About Equip Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes https://equip.health/outcomes and treatment approach at www.equip.health. http://www.equip.health Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equisters that have created Equip’s culture.  Recognized by Time https://time.com/collection/time100-companies-2023/6285207/equip/ as one of the most influential companies of 2023, along with awards from Linkedin https://www.linkedin.com/pulse/linkedin-top-startups-2022-50-us-companies-rise-linkedin-news/ and Lattice https://lattice.com/blog/announcing-the-2023-finalists-for-lattices-people-success-awards, we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families. About the role The Product Support Associate will be responsible for being the first point of contact for employees or external customers seeking technical assistance. They will ensure that users receive the support they need to effectively use various systems and applications. The Product Support Associate will have strong communication skills, a passion for technology, and a desire to learn and grow in a product support role. Responsibilities - Provide prompt, courteous, and efficient support to internal or external users experiencing product issues or seeking assistance with our software. - Investigate and troubleshoot software and platform-related problems reported by users via various channels (phone, email, chat, etc.). - Assist users with hardware and software troubleshooting. - Escalate unresolved issues to senior team members or other internal teams as appropriate, ensuring follow-up until issues are resolved. - Consistently document issues and resolutions within the product support ticketing system. - Perform other duties as assigned. Qualifications - Associates or bachelors degree or equivalent experience. - Ability to work 9 am - 6 pm PST. - Excellent verbal and written communication skills. - Strong customer-service orientation including professional interpersonal skills and the ability to effectively collaborate with external and internal stakeholders. - Demonstrate ability to consistently follow processes, reflecting a strong attention to detail. - Quick learner with a strong interest in mastering new technologies, including Equip’s platform and best practices in product support. - Comfortable with ambiguity and ability to think critically to quickly and accurately work through challenges in a fast-paced, fluid environment. - Participate in after-hours or weekend support as needed to meet business demands. Physical Demands Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed. At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retainin ... (truncated, view full listing at source)