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Customer Support Rep II

Moving Analytics

Customer Support Rep II

Irvine, CA
Full Time
Paid
  • Responsibilities

    BACKGROUND

    Moving Analytics is looking for a Customer Support Representative III to join our team and mission to provide cardiac rehab to 1 million patients every year. As a Customer Support Rep III, you will act as one of the stewards of Moving Analytics quality, fielding and resolving support requests from hospital staff to patients to internal team members. You'll uphold our standards of quick response times, short call times, and high satisfaction ratings while focusing on first-call resolutions. You'll document all support issues with a description of the issue, including any steps to repeat it and supporting documentation as well as possible root causes. 

    You'll also collaborate with the team on improving our training, education, and software based on issues seen. Customer Support Representatives are part of the Product team at Moving Analytics and collaborate with the Product, Engineering, and Account Management teams.

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

    ABOUT MOVING ANALYTICS

    Moving Analytics provides Movn - a digital cardiac rehabilitation service to help patients recover after a heart attack or heart surgery. The goal of the program is to help patients reduce their risk of getting a future cardiac event by empowering them to manage their risk factors including exercise, nutrition, smoking, blood pressure, weight, medication, and stress.

    Our mission is to conquer heart disease as the leading cause of death through digital prevention programs that serve over 1M people annually. We are clinicians, designers, engineers, and entrepreneurs leveraging design, research, and technology to improve patient engagement and care coordination. Our mission is to conquer cardiovascular disease as the leading cause of death, through programs that leverage science, technology, and design to empower people to improve their health and quality of life.

    LOCATION

    • Irvine, CA
    • Standard Schedule: a minimum of 3 days on-site is required, with the option to remote 2 days each week

    EMPLOYMENT TYPE

    Full-time

    SCOPE OF WORK

    • Explain platform features and provide exceptional remote support to all end-users, whether internal or external, hospital staff or patient, via telephone call, email, and chat
    • Resolve device- and software-specific technical issues stemming from Moving Analytics, other integrated services, Android, and iOS
    • Provide robust descriptions on issues, including supporting documentation, steps to repeat bugs, related support requests, customers affected, etc. so that team members have an accurate understanding of the scope and how to assist in resolution if required
    • Provide any necessary outbound follow-up via phone and email
    • Curation of FAQ documents organized by user archetype
    • Abide by protected health information (PHI) policies and procedures e.g. HIPAA
    • Work as a team and be a positive addition to Moving Analytics' culture

    MINIMUM QUALIFICATIONS

    • 3-4 years of experience as a Customer Support Representative in a software or technology environment (call center, startup, and SaaS experience a plus!)
    • Excellent written and oral communication skills
    • Working PC knowledge, Windows and related applications preferred
    • An affinity for learning online software systems
    • High-stress tolerance/patience, prior experience conveying technical concepts to non-technical audiences preferred
    • Strong attention to detail to ensure results from company-related activities
    • Prior experience with and a solid understanding of systems and applications such as the terminology, UI, data flows, and release cycles
    • Ability to read and understand complex requirements documents
    • Prior experience with issue tracking software (preferably JIRA, Confluence)

    WHAT WE'RE LOOKING FOR

    • a self-starter and eager to learn
    • requires minimal supervision for common day-to-day tasks
    • able to react quickly, establish, and re-establish priorities
    • able to balance multiple projects simultaneously
    • patient when helping others, especially when others may be frustrated
    • familiar with highly configurable software products
    • familiar with ticket management software to document and manage customer issues
    • with a high level of empathy, attention to detail, and accuracy
    • with an eye for process optimization

    BENEFITS & PERKS

    • 401(k)
    • Medical insurance
    • Dental insurance
    • Vision insurance
    • Supplemental life insurance
    • Commuter benefits
    • Flexible work hours
    • Free-to-use and fully-equipped fitness center
    • Dog-friendly office, with two available dog parks
    • Outdoor meeting areas, including power, wifi, bluetooth, whiteboards, and sufficient seating 
    • Free bike rental and storage
    • Free snacks
    • Coffee shop downstairs
    • Up to two days of remote work each week
    • Covered expenses at approved conferences
    • Reimbursement for professional education expenses
    • Employer contribution towards fitness membership with ClassPass
    • Free membership to Kindbody, which provides full-service fertility care, gynecology, mental health, and nutrition coaching
    • Free membership to HealthAdvocate, which provides experts that make healthcare easier to navigate
      • Find the right doctors, hospitals, specialists anywhere in the country
      • Resolve insurance claims, negotiate bills, and coordinate benefits
      • Balance personal and work/life demands with EAP Care Managers
    • Free membership to One Medical, which provides on-demand primary care
      • Same-day or next-day appointments
      • Longer visits that start on time
      • Always on-call 24/7 virtual care
    • Free membership to Teladoc, which provides virtual health (the doctor's office comes to you)
      • Meet with a doctor or specialist by phone or video
      • Address mental health concerns with a therapist or psychiatrist
      • Insurance accepted just like when you see the doctor in-person
    • Free membership to Talkspace, which provides online mental health therapy, giving you the ability to connect with a therapist from the palm of your hand
      • 1 live video visit each month + unlimited messages between visits
      • Access to thousands of licensed therapists 24/7
      • Seamlessly switch therapists, at no extra cost