Technical Support Analyst (NowPow)

Job Title: Technical Support Analyst (NowPow)

Department: Operations

Team: User Support 

About the Role:

Unite Us is seeking a Technical Support Analyst, to join our User Support team. As a Technical Support Analyst, you will ensure our users have an excellent support experience while using our technology. You will be responsible for troubleshooting questions and issues as they arise from our users, delegating tasks to the appropriate NowPow staff, and communicating updates and resolutions with customers. Other activities you will also be responsible for include assisting in new customer onboarding, managing incoming user support tickets and requests, troubleshooting existing user concerns, and communicating resolutions to all parties. As a Technical Support Analyst, you must have outstanding communication skills, enjoy problem-solving, and excel at maintaining composure and professionalism at all times.

What You’ll Do:

• Triage incoming tickets and support requests, escalate higher level issues as needed, complete work on time with quality, and communicate resolutions with courteous, concise, and clear language
• Monitor Integrated customer activity consistently
• Create and maintain customer setup configurations including integrations, screening updates, referral pathways, user management, and custom settings
• Leverage technical skills and the ability to learn new applications quickly & develop expert knowledge of the NowPow application
• Collaborate closely with internal and external teams to better understand customer workflow and resolve inquiries
• Research issues by utilizing existing knowledge base articles and collaborating with other internal resources when a solution is not readily available
• Accomplish the organization’s mission by creating an industry-leading product support experience for clients
• Participate in on-call rotation schedule for premium support customers

You are a great fit for this role if:

• At least 2 years of customer service experience focused on technical support
• Motivated self-starter with a passion for problem-solving and an excellent team player
• Familiarity with or ability to quickly learn software technologies such as Google Suite, Zoom, Slack, HubSpot, Asana, etc.
• Research experience and/or an understanding of research in the health services field 
• Comfort working in a fast-paced start-up environment
• 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

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.

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Environmental Job Requirements and Working Conditions:

• This position is remote, U.S. based
• The target pay range for this role is: $53,000 - $62,000. This salary range represents our national target range for this role. Some geographic areas may have higher target ranges.

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 [email protected] to request an accommodation.

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