Associate Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Diagnose, investigate, document, and resolve member issues related to Hinge Health's hardware and software products.

• Assist new members during their onboarding process.

• Address member inquiries through phone, email, and chat.

• Perform root cause analysis and provide insights for knowledge-base articles and troubleshooting guides.

• Achieve quality, productivity, response-time, and member-satisfaction targets.

• Act as a resource for colleagues on complex troubleshooting challenges.

• Recognize recurring technical issues and suggest process enhancements.

• Work collaboratively with teammates and cross-functional partners on escalation paths and resolution workflows.

• Ensure a premium member experience for Hinge Health’s technology-driven healthcare platform.

⛳️ Requirements

• Over 1 year of experience in technical troubleshooting, IT help desk, or software/hardware support.

• Exceptional written and verbal communication skills with a focus on member interaction.

• Ability to manage multiple tasks across phone, email, and chat channels.

• Skilled in performing root cause analysis for technical problems.

• Strong analytical abilities and problem-solving skills.

• Willingness to work flexible hours based on business needs, including nights and weekends.

• Capability to excel in a remote work environment with strong punctuality and proactive communication.

• Experience with customer support platforms such as Zoom, Freshdesk, or Salesforce is preferred.

• Familiarity with mobile and/or data management tools like Mixpanel, JIRA, Tableau, Auth0, or Esper MDM is preferred.

• Background in healthcare or healthcare technology is preferred.

• Understanding of PHI/PII compliance standards is preferred.

• Experience in technical support or logistics related to medical devices and hardware is preferred.

• Bilingual in Spanish or French is preferred.

• Must be legally authorized to work in the United States.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• Support for gender-affirming care.

• Resources for family and fertility planning.

• Travel reimbursements if healthcare services are not available in your area.

• Options for traditional or Roth 401k retirement plans.

• Company 401k match of 2%.

• Stipend for learning and development.

• Equity opportunities.