Customer Support Agent (Tier 1) - Remote

Overview

As Vida’s Customer Support Agent, you will play a critical role in shaping the Vida support experience for our customers, assisting them with technical issues or questions related to our app and services.

In Short

• Respond to support inquiries and issues reported by customers via phone or email.
• Ensure timely resolution of support tickets in accordance with established service level agreements (SLAs).
• Diagnose and troubleshoot technical issues to provide solutions or escalate as needed.
• Become an expert on Vida’s programs and client-specific offerings.
• Track and communicate bugs or trending issues to management.
• Report on customer feedback to drive product and process improvements.
• Assist Tier 2 Support and management with special projects.

Requirements

• 1-2 years of customer support experience in a technology company.
• Open availability to work on weekends and some holidays.
• Comfortable handling technical and non-technical cases.
• Positive and optimistic personality.
• Excellent listening and problem-solving skills.
• Outstanding written and oral communication skills.
• Strong time management and organization skills.
• Empathy and a desire to learn and grow.

Benefits

• Opportunity to work in a fast-paced startup environment.
• Be involved in the cutting edge of healthcare.
• Work with a network of experienced healthcare providers.