Technical Support Specialist


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Job Title: Technical Support Specialist

Department: Customer Success


Who we are:

Unite Us is reinventing the delivery of health and human services. We connect service providers on a common platform, enabling scalable, accountable and measurable delivery of wraparound care. Our technology provides the collaborative infrastructure for these communities. We care deeply about the work we do and the communities and our software benefits. We’re looking for people to join our team who share that passion for our mission to reinvent Health & Human Services and aspire to make a lasting difference for future generations. No matter how large our team grows, we will always be family. Unite Us prides itself on offering a competitive salary, full benefits, and the opportunity to change the world. Come to Unite Us and together we can build healthier communities for everyone.

About the Technical Support Specialist Role: 

The Technical Support Specialist is responsible for responding to users and customer IT and data teams  in a timely and accurate manner and responding to any technical issues reported. The role will focus on triaging customer support requests for data feeds, single sign on, technical issues, and user queries via ServiceDesk, email, and phone and routing conversations to the appropriate Unite Us team member, project managing follow-ups and responses to customer queries, and maintaining a support knowledgebase  among other technical support needs.  Our approach to support requires understanding of general technical issues and ability to resolve them, demonstrated patience, empathy, and sound judgment. We are looking for individuals with strong communication skills and an interest in the health & human services space. This role is an excellent opportunity for anyone with a knack for working with people, explaining complex tasks in easy-to-understand terms, who can learn new technology quickly and wants to play a role in improving the health of communities across the country!


What You’ll Do: 

  • Closely monitor incoming technical and data support tickets to respond to customer project and IT team queries, to comply with Unite Us service level agreements
  • Triage user technical queries and utilize product knowledge to accurately route or escalate user conversations to the appropriate internal team
  • Follow up with appropriate teams internally to ensure customer project and IT teams are kept apprised of updates and tickets are updated and closed in a timely manner, both in the ServiceDesk platform and via regular support calls, as needed
  • Resolve technical issues related to the platform, user technical infrastructure, data feeds and other related issues
  • Communicate with users in a friendly and empathetic tone to ensure all Unite Us users are receiving white glove service
  • Effectively manage and prioritize multiple conversations at the same time
  • Accurately report technical issues and follow-up with users when their issues are resolved
  • Maintain internal knowledgebase and external documentation,  including  FAQs, explainers, and help articles
  • Support and assist in configuring internal and external tools used to manage technical issues and customer support
  • Work with the Customer Success team to identify user needs and feature requests and relay product optimization information to the tech team


What’s Required

  • Experience in a technical support role handling complex technical issues related to data feeds, SAAS platforms, integrations, SSO, and other related topics.
  • Excellent communication skills; you are an expert at breaking down complicated topics and explaining them in simple terms people can understand 
  • Critical thinker with strong organizational and time management skills; you quickly get to the root of problems and can effortlessly multi-task
  • The ability to be empathetic, compassionate, responsive and resourceful; you are supportive and comfortable handling challenging situations over the phone
  • A strong curiosity and the ability to learn quickly; you ask great questions! 
  • A focus on solution-seeking in the face of a challenge; you know how to organize and prioritize your workload
  • Acute attention to detail
  • The ability to thrive in a variable and demanding startup environment while working remote; you are highly adaptable
  • A passion for healthcare or human services


Education and Experience: 

  • Four-year college degree from an accredited institution
  • In depth knowledge of Jira configuration and Service Desk
  • Track record of gaining proficiency in a software platform and its use cases
  • Customer service/support experience preferred
  • Previous experiencing supporting Data products preferred


Environmental Job Requirements & Working Conditions: 

  • This position is remote 


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

Job region(s): Worldwide/Anywhere
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