Member Support Specialist - Remote

Overview

The Member Support Specialist serves as the highest level of technical support escalation for members, providing compassionate and accurate assistance while resolving complex technical issues.

In Short

• Provide escalated member support for technical issues.
• Exhibit knowledge and empathy during member interactions.
• Review details in escalated Member Support tickets.
• Share new solutions with the Member Experience team.
• Collaborate with the product engineering team for process improvements.
• Maintain and update Member Support knowledge base articles.
• Ensure knowledge base articles reflect current software updates.
• Provide excellent customer service throughout the support process.

Requirements

• At least 3 years of IT helpdesk or technical support experience.
• 2 years of experience in a patient-facing or healthcare support role.
• Experience supporting mobile applications on iOS and Android.
• Familiarity with healthcare and patient privacy regulations.
• Experience in creating and maintaining knowledge-based articles.
• Maintain professionalism and empathy during interactions.

Benefits

• 5 weeks PTO including mental health days and floating holidays.
• 11 paid holidays.
• Comprehensive health, dental, pharmacy, and vision insurance.
• Company contributions to dependent premiums.
• 12 weeks paid Parental Leave after 1 year of employment.
• 401k + matching.
• Flexible Spending Accounts (FSA).
• Flexible schedules and flex-time work.
• Employee assistance program with financial coaching.
• Professional development allowance for healthcare providers.
• Opportunities for professional development and growth.
• Fully remote roles available.
• Vibrant cultural initiatives and employee engagement.