ABOUT US imaware™'s mission is to change the world of healthcare and at-home testing. There's never been a more important time to help empower people to take control of and understand their health - all while pushing the boundaries of what 'modern healthcare' should really look like. We're looking for people who will help us think bigger, challenge the status quo, and add to a collaborative mindset of continuous learning. We are obsessed with creating a seamless and simple experience to make sure that our patients are well cared for, no matter where our products meet them in their journey. imaware™ team members all have a shared passion for answering tough questions in the pursuit of helping our customers, and one another.

Our team has adapted to a hybrid work environment, and work collaboratively both in our Austin office and from home. Despite many of our team members being in different locations and time zones, we're putting in the effort to make sure that our people are connected, cared for, and supported, so we can all participate in building a culture that stems from a shared purpose.

ABOUT THE ROLE

imaware™ is seeking a Customer Support Associate to join our Customer Support team. As a member of the Customer Experience organization, this role requires a passion for exceeding customer expectations, collaborative thinking, and creative problem solving. This role's primary responsibilities demands someone who possesses effortless interpersonal communication and a heart for solving customer concerns. In this role you'll also work cross-functionally with the broader CX team as well as regularly with product to enhance our platform and at-home test experiences. The ideal candidate will bring both high energy and creativity to everyday support practices. Your range of responsibilities include:

• Empathize with customer issues and desire to solve them expeditiously
• Accurately respond to customer inquiries through team support tools
• Clearly communicate with customers through ticket resolution
• Maintain a positive and helpful attitude with all customers
• Meet and exceed KPIs and SLAs set by management
• Follow operating procedures to correctly route and tag customer concerns
• Utilize customer support tools and pre-written content to minimize reply time
• Escalate customer issues quickly, and according to prescribed procedures
• Identify and communicate areas of opportunity for improved support processes
• Research root cause of customer concerns and identify paths to resolution
• Work cross functionally with other imaware team members to communicate issues and suggest resolutions

MINIMUM REQUIREMENTS:

• Bachelor's degree or Associate's degree and one year experience in customer support
• Outstanding verbal and written communication skills
• Excellent attention to detail and and task follow-through
• Comfortable solving issues over telephone and can display poise and tact during tense conversations
• Warm personality with an affinity toward teamwork
• Customer-focused mindset that seeks for creative opportunities to delight others
• Ability to work within and create business-savvy spreadsheets
• Critical thinker that enjoys investigating root causes to issues
• Located in or near Austin, TX

PREFERRED QUALIFICATIONS:

• Experience or extensive knowledge of the health and wellness industry

BENEFITS AND PERKS

• Partially covered medical benefits
• Fully covered dental, vision, life, short and long term disability
• Paid vacation and holidays
• Flexible work environment
• 401K
• 20 days of PTO
• $75 continuing education stipend per quarter
• Free imaware tests
• Virtual and in-person team building activities/social events

Sound like a great fit? Apply now, we'd love to meet you!