Job Title: Technical Support Specialist II

Department: Operations

About the Role:

Unite Us is seeking a Technical Support Specialist II to join the User Support team. The Technical Support Specialist II will be responsible for delivering an exceptional user experience by resolving or properly escalating complex user issues. Specialists will engage with users to troubleshoot their questions and problems, educate users on proper workflows, investigate and create tickets, and collaborate with Customer Success and all necessary parties to deliver and communicate resolutions. Specialists will assist in help center and knowledge base content creation to improve user resources and mentor specialists to gain understanding on the Unite Us platform. Specialists lead and contribute to team projects focused on improving support process efficiency and effectiveness. The ideal candidate will have a background in software support and/or customer service within SAAS or other SPI models. The specialist must have outstanding communication and interpersonal skills, enjoy problem-solving, and excel at maintaining composure and professionalism at all times.

Primary responsibilities include: Interfacing with customers and/or users, resolving user issues, investigating and escalating tickets, communicating priority items to the product team, connecting Networks, Customer Success, and other user facing team members, maintaining documentation, and responding to internal help channels in regard to feature functionality.

What Youll Do:

Triage incoming ticket and user engagements, escalate issues to Tier 2, Customer Success, and Insights, as needed
Mentor Technical Support Specialist Is to instruct users on proper software workflows or submit portal tickets as required
Ensure user engagements in Intercom and Jira are appropriately assigned to Tier One Technical Support
Review negative customer satisfaction survey results, identify solutions, and conduct follow up engagements with users to resolve issues and improve satisfaction
Categorize customer feedback and CSAT remarks and deliver feedback to Product, Operations, Sales, or Customer Success.
Monitor support spam inbox to correct and assign any received emails marked as spam by Intercom’s automation
Manage and triage customer specific inboxes responding rapidly to avoid SLA infringement, delivering a high quality support experience, and efficiently escalating issues to support customer deliverables
Monitor help channels in slack ensuring all internal questions receive an answer or coordinating with internal SMEs to provide the required information
Mentor specialists on expert level technical support procedures including first meaningful response, quality, and ticket triage
Participate in user engagement and ticket quality reviews
Responsible for reviewing and recommending customer set up configurations including integrations, screening updates, referral pathways, payment workflows, user management, and custom settings
Participate in maximizing utilization of Help Center features and content. This includes articles, saved replies, automated workflows, integrated apps, conversation and ticket topics, messenger app features, and more depending on project objectives
Develop expert knowledge on the Unite Us user platform
Manage Technical Support to Customer Success and Sales Engagement Tracker, and collaborate closely with those teams to ensure issues resolutions, qualified sales leads, and positive customer relations
Communicate resolutions with concise and clear language and receive confirmation from the user on the resolution
Provide answers to clients by guiding them through corrective steps
Research issues by collaborating with other internal resources when a solution is not readily available
Employ strong attention to detail with focus on quality of work
Establish ability to traverse technology, marketing, operations, and communications departments with ease
Improve system performance by recognizing patterns, identifying problems and recommending changes
Translate technical information and data into customer-friendly language, and vice-versa
Accomplish organization’s mission by creating an industry-leading product support experience for clients
Lead and contribute to Support team projects that improve team efficiency, quality, and effectiveness following project management standards
Mentor and coach the Technical Support Specialists Team by facilitating knowledge sharing sessions and peer assistance programs.
SMEs (Subject Matter Experts) take ownership of different Unite Us products and platform features
*Participate in after hours on call rotation and observed holiday coverage

You’re a great fit for this role if:

Bachelor’s degree in Information Technology and/or Public Health or equivalent experience
2-5 years of customer service and technology experience in a SAAS environment
Strong analytical and problem-solving skills
Strong software and web-based troubleshooting skills
An ability to quickly gain in-depth understanding of products and services that our customers are utilizing
Comfortable working in teams and interacting with senior-level positions
A desire to help and interface with customers to solve customer issues
Outstanding written and verbal communication skills
Strong ability to outline project objectives, plan task work, and communicate results and deliverables
Comfort working in a fast-paced environment, keeping responsibilities organized, and willing to collaborate
Ability to work independently under minimal supervision and a strong track record of setting and meeting delivery commitments
Can-do attitude and willingness to work on a dynamic mix of tasks, no matter how big or small
Commitment to social impact initiatives and helping underserved communities

Technical Tools:

CRM Tools: Intercom, JIRA,
Documentation Tools: Confluence, Google Suite
Project Management Tools: Confluence, Google Suite
Performance Management Tool: Lattice
Technical Tools: Meld, Mailtrap, SFTP/FTP, AWS S3, Google DevTools
Internal Tools: Workday, Zoom, Slack, Workramp

Our Mission:

Unite Us’ mission is to unlock the potential of every community. Our co-founders started Unite Us in 2013 to serve the people they served with. They witnessed firsthand the barriers and inefficiencies in trying to navigate health and social services, and set out to improve that experience for veterans and their families. Unite Us quickly expanded to serving all people who need connections to care across our country. Through Unite Us’ national network and software, community-based organizations, government agencies, and healthcare organizations are all connected to better collaborate to meet the needs of the individuals in their communities. We drive the collaboration to predict, deliver, and pay for services that impact whole-person health. If you want to do well and do good, join Unite Us.

Environmental Job Requirements and Working Conditions:

This position is remote, U.S. based. Strong preference for candidates comfortable working in ET/CT time zones in the Georgia Area.
The target pay range for this role is: $52,500 - $56,500. This salary range represents our target hiring range for this role. The proposed salary will be dependent on the candidates skills, experience, and competencies, as well as location.
All team members will be required to pass a background check which includes criminal, employment, and education verification

Benefits provided by Unite Us:

Medical, Dental, and Vision

We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.

Wellness

Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members.

Flexible Time Off

Take what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays.

Paid Parental Leave

Adoptive parents are included.

Employee Resource Groups

Choose to join any of our ERGs, which celebrate and support a diverse and inclusive workplace.

Spending Accounts

We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.

401(k) + Employer Match

Enjoy matching, immediate vesting and financial wellness resources

Additional Benefits

Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and your dependents

Disability Coverage

Accident Insurance

Pet Insurance

As part of this work at home job, we will provide you with all the necessary equipment to perform your duties, including a computer, mouse, keyboard as well as other items on our approved list of WFH supplies.

Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at peopleops@uniteus.com to request an accommodation.

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