Description
Compensation:$23.00 - $24.00 per hourSchedule: M-F 9:00 am - 5:30 pm ESTWhy Workit:Workit Health is an industry-leading provider of demand, evidence-based telemedicine care. Our programs are based in harm reduction, and bring together licensed clinicians who really listen, FDA-approved medication, online recovery groups and community, interactive therapeutic courses, and care for co-existing conditions. Workit Health's patient-centered telemedicine model is improving clinical outcomes and eliminating barriers to treatment, making long-term recovery accessible to individuals who need it, without disrupting their daily lives.We're excited to expand out team as our impact and coverage areas continue to grow.
Our team members are dedicated and passionate about our mission of making exceptional, judgement-free care for addiction more accessible.We believe everyone deserves respectful, effective treatment for substance use disorder at the moment they're ready for it. We're looking for driven and compassionate individuals who share this goal. Join us in reducing stigma, saving lives and changing the way addiction is treated in America. Member Support Specialist serve as the highest level of technical support escalation for our members. They are compassionate, accurate and data-oriented, with a high level of technical expertise.
They play a crucial role in providing technical assistance and support to Workit's members by helping resolve complex technical issues and being the ultimate level of escalation for member support tickets. Member Support Specialist mentor and train staff on technology and support trends that may impact our members and their use of technology and our Workit app.Job Summary:Member Support Specialist serve as the highest level of technical support escalation for our members. They are compassionate, accurate and data-oriented, with a high level of technical expertise. They play a crucial role in providing technical assistance and support to Workit's members by helping resolve complex technical issues and being the ultimate level of escalation for member support tickets. Member Support Specialist mentor and train staff on technology and support trends that may impact our members and their use of technology and our Workit app.Core Responsibilities:
- Provide escalated member support for device-related issue, including audio, video, connectivity and other app of member profile concerns.
- Exhibit knowledge and empathy during member interactions to provide reassurance and cultivate a positive support experience.
- Review the details in escalated Member Support tickets to ensure the Member Experience team is addressing issues effectively and meeting required standards.
- Proactively share new solutions and workarounds with the Member Experience team by communicating updates to troubleshooting methods, ensuring the team is well-equipped to handle emerging issues.
- Collaborate with the product engineering team to provide process improvements for the member's experience, while bridging feedback to the engineering team to drive enhancements.
- Maintain and update Member Support knowledge base articles to ensure the Member Experience team has efficient, accurate and up to date information.
- Ensure that knowledge base articles are updated to reflect the most current steps by staying informed of any Android or iOS software updates.
- Provide excellent customer service and communication throughout the support process, ensuring support meets or exceeds SLA standards.
Qualifications:
- At least 3 years of overall IT helpdesk or technical support experience.
- 2 years of experience in a patient facing or healthcare specific support role.
- Experience supporting mobile applications, highly skilled in troubleshooting application issues on both iOS and Android devices.
- Familiarity with healthcare and patient privacy regulations.
- Experienced in creating, updating, and maintaining knowledge-based articles to ensure accuracy and accessibility.
- Maintain professionalism, empathy, and patience when interacting with members regardless of their technical proficiency or level of frustration.
Benefits:
- 5 weeks PTO (includes your birthday, 2 mental health days, and 2 floating holidays!)
- 11 paid holidays
- Comprehensive health, dental, pharmacy, and vision insurance with options to fit your family's needs
- Company contributions to dependent premiums at higher than market rates (65%)
- 12 weeks paid Parental Leave after 1 year of employment (includes maternity, paternity, adoption, and all ways in which our people build modern families)
- 401k + matching
- Healthcare & dependent care Flexible Spending Accounts (FSA)
- Flexible schedules and flex-time work for all full-time and part-time employees
- Employee assistance program, complete with financial coaching and counseling sessions
- Professional development allowance for healthcare providers
- Opportunities for professional development and growth within the company
- Fully remote roles throughout the company
- Vibrant, employee-driven cultural initiatives including multiple ERG groups
- Colleagues who care deeply about closing health disparity gaps within the addiction space for underserved populations
As we are an addiction recovery company, founded by people in recovery, those in addiction recovery themselves are encouraged to apply. Workit Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
