Technical Support Specialist

About the Role:

Unite Us is seeking a Technical Support Specialist I to join the User Support team. The Technical Support Specialist I will be responsible for ensuring our users have an excellent support experience while using our technology. Activities include answering incoming user support conversations and requests, troubleshooting existing user concerns, and communicating resolutions to all parties. The ideal candidate will have a background in software support and/or customer service. They will be responsible for troubleshooting questions and issues as they arise from our users, escalating tasks to the appropriate Unite Us staff, and communicating updates and resolutions with customers. 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, resolving customer issues, troubleshooting user issues, and maintaining documentation.

What You’ll Do:

• Triage incoming user and customer engagements and escalate higher level issues to Technical Support Specialist II, when needed
• Responsible for reviewing and recommending customer set up configurations including, referral pathways, organization management, program management, user management, and custom settings
• Collaborate with other support teams (Technical Support Specialists II, Technical Support Analysts, Senior Technical Analysts) to better understand customer workflow and how to approach incoming issues 
• Communicate resolutions with concise and clear language
• 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
• Participate in creating and updating Help Center content. This includes articles, product tours, saved replies, outbound messaging, and news 
• Participate in creating, updating, and maintaining knowledge-base documentation
• Monitor Slack help channels to gain better understanding of Unite Us products
• *Participate in after hours on call rotation and observed holiday coverage 

You are a great fit for this role if:

• Bachelor’s degree in Information Technology and/or Public Health or equivalent experience
• 1-3 years of customer …