Technical and product support are the main responsibilities of this role. The right candidate will have a demonstrated ability to work cross functionally with product, engineering, and account management teams in order to triage customer’s technical issues.

What you’ll do:

  • Provide world class technical support, working with customers to identify, triage, and resolve requests and issues
  • Do root cause analysis which requires gathering and replicating customer issues for escalation to the appropriate team
  • Consult and manage product related requests and improvements in conjunction with the product team
  • Provide subject matter expertise for Vivian’s customer ticketing system
  • Manage and create customer self service resources within Vivian’s help center
  • Leverage tools already used internally (Admin, Looker, Salesforce, ZenDesk) to execute on position responsibilities
  • Help guide and create the configuration of a ticketing system, such as establishing SLA’s based on issue severity, customer segment, etc.
  • Create, refine, and drive adoption of workflows for team members and customers

THE SKILL SET: 

  • 4+ years of experience in technical support
  • Demonstrated customer centricity and a strong desire to provide best-in-class customer experience
  • Experience working with product and/or engineering teams to triage technical issues and enable quick resolution
  • Demonstrated experience with designing and configuring support programs amidst internal constraints
  • Ability to understand complex product functionality

THE NICE TO HAVES: 

  • Quantitative or technical degree preferred
  • Python/SQL experience

THE SALARY, BENEFITS & PERKS:

The range for this position is $90,000 – $110,000 yearly salary, dependent on job-related, non-discriminatory factors such as experience, education, and skills. This range is based on a full-time schedule. We are unable to support visa sponsorship or transfer at this time.

At Vivian Health, we offer a competitive compensation package, with benefits including:

  • Flexible Time Off
  • Comprehensive Health Insurance Plans including HSA and FSA Options
  • 401K Retirement Savings Plan with Generous Employer Match
  • Generous Parental Leave
  • Pre-tax Commuter Benefit Plan
  • Work from home stipend
  • Access to Corporate Discount Program
  • Pet Insurance
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