Associate Technical Support Specialist

Role overview This frontline technical support role is the first point of contact for members starting a digital care program for musculoskeletal conditions. The position removes technical barriers across hardware and software so members can stay focused on recovery, while consistently reflecting the warmth and clinical standards the program is known for.

Responsibilities - Diagnose, investigate, document, and resolve member issues related to the program's hardware and software products across phone, email, and chat. - Guide new members through onboarding and device setup, ensuring their first experience sets them up for success. - Conduct root cause analysis on recurring issues and contribute insights that improve knowledge-base articles and troubleshooting guides. - Meet organizational metrics for quality, productivity, and member satisfaction across all support channels. - Serve as a peer resource for complex troubleshooting scenarios, helping elevate the team's collective capability. - Proactively identify recurring technical patterns and recommend process improvements that reduce member friction.

Requirements - 1+ year of experience in technical troubleshooting, IT help desk, or software/hardware support. - Excellent written and verbal communication skills with a member-facing orientation. - Demonstrated ability to multitask across phone, email, and chat queues. - Proficiency in conducting root cause analysis with strong analytical and problem-solving skills. - Schedule flexibility, with the ability to work hours based on business needs, including nights and weekends. - Ability to work effectively in a remote environment with strong punctuality and proactive communication.

Nice to have - Experience with support tools such as Zoom, Freshdesk, or Salesforce. - Familiarity with mobile or data management tools such as Mixpanel, JIRA, Tableau, Auth0, or Esper MDM. - Healthcare background or prior healthcare technology experience, especially at a startup. - Familiarity with PHI/PII compliance standards for healthcare users. - Technical support or logistics experience with medical devices and hardware. - Bilingual in Spanish or French.

Benefits and work setup - Comprehensive medical, dental, and vision coverage, with support for gender-affirming care, family and fertility planning, and travel reimbursements when care isn't available locally. - Traditional or Roth 401(k) with a 2% company match. - Learning and development stipend. - Equal opportunity employer committed to reasonable accommodations for candidates with disabilities.