We’re seeking a motivated Tier 1 Product Support Specialist to join our tight-knit team. Our business is saving lives, and we take our role in that seriously. You’ll be working with a team, supporting Grand Rounds employees and the world’s best physicians with the tools they need to deliver patient success.
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If you’re interested in being challenged to solve new problems, not just fire-fighting repeat issues, you’ll be a great fit!In your first 30 days, you will:Learn and understand the Patient Care Team workflow and daily interactions with our productGain an understanding of the tools that we use for troubleshooting and begin diagnosing a variety of issuesLearn our procedures for setup and configuration of our proprietary application and the tools used in providing care to our membersGain a deeper understanding of how our proprietary systems are integratedIn your first 60 days, you will:Assist with documenting product workflows and use-cases for our knowledge baseAssist with provisioning for new hiresIndependently handle incoming Product Support tickets and resolutionsIn your first 90 days, you will:Take an active role in managing the Product Support ticket queuesBecome part of the after-hours on-call support team on a rotating scheduleResponsibilities:Solve problems and provide scalable solutions to our desktop usersResolve issues for the Patient Care Team on our proprietary applicationProvide support to our Expert users on our proprietary applicationTrack issues through a ticket queue and ensure prompt resolutionManage software tools for our Patient Care teamQualifications:1-2 years experience in a desktop support/help desk or similar support roleTerrific deskside manner; and an ability to support users without alienating themSolid proficiency with Mac OSX required, some experience with Windows, and Ubuntu Linux preferredUnderstanding and familiarity with cloud based platforms: Google GSuite, Box, Jira, etc.Strong prioritization skills to ensure the highest levels of support to the business and each userEffective communication skills and the ability to translate “geek” to something that end users can easily understand both in conversation and in written formatAbility to problem solve to determine and fix root-causesExperience working in a fast-paced, technical environmentAbility to maintain flexible hours to provide support for US offices in multiple time-zones#LI-RemoteAbout Included HealthIncluded Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more atincludedhealth.com.—–Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.
If you’re interested in being challenged to solve new problems, not just fire-fighting repeat issues, you’ll be a great fit!
In your first 30 days, you will:
In your first 60 days, you will:
In your first 90 days, you will:
Responsibilities:
Qualifications:
#LI-Remote
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more atincludedhealth.com.
Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.
