Technical Support Specialist

📋 Description

• Acquire a solid understanding of Hinge Health products, typical technical challenges, and troubleshooting methods through organized onboarding and shadowing.

• Initiate handling member inquiries via phone, email, and chat with supervision, consistently adhering to quality and response-time benchmarks.

• Foster relationships with colleagues and cross-functional partners to grasp escalation processes and resolution workflows.

• Independently diagnose, investigate, document, and resolve member issues related to Hinge Health hardware and software offerings.

• Conduct comprehensive root cause analyses and provide insights to enhance knowledge-base articles and troubleshooting manuals.

• Regularly achieve key organizational metrics for quality, productivity, and member satisfaction.

• Act as a dependable resource for peers on intricate troubleshooting situations, assisting in elevating the team's overall expertise.

• Proactively identify recurring technical trends and suggest process enhancements to minimize member friction.

• Exhibit proficiency across all support channels, contributing to a premier member experience in the industry.

⛳️ Requirements

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

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

• Proven capacity to multitask effectively across phone, email, and chat channels.

• Expertise in conducting root cause analysis for technical problems along with strong analytical and problem-solving skills.

• Willingness to adapt to scheduling needs — work hours may vary based on business demands and could include nights and weekends.

• Capability to perform effectively in a remote setting with outstanding punctuality and proactive communication.

🏝️ Benefits

• Inclusive healthcare and benefits: In addition to comprehensive medical, dental, and vision plans, we provide employees and their families assistance with gender-affirming care, resources for family and fertility planning, and travel reimbursements when healthcare services are not accessible locally.

• Planning for the future: Begin saving for your future with our traditional or Roth 401k retirement plan options, which feature a 2% company match.

• Modern life stipends: Take charge of your own learning and development.