Product Support Analyst

Atlanta, GA, United States

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes and treatment approach at www.equip.health

Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equisters that have created Equip’s culture. Recognized by Time as one of the most influential companies of 2023, along with awards from Linkedin and Lattice , we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.

As a Product Support Analyst II, you will play a pivotal role in supporting both our inhouse products supporting end users and serve as a helpdesk resource helping to resolve our employees issues. We strive to provide a seamless, considerate, and efficient product experience for our patients, families, and providers. From creating processes, to driving metrics and insights from our customers back to the technology team, to providing top notch product support to our patients and families, your impact on Equip will greatly enhance our user experience. The person in this role needs to be comfortable with ambiguity, putting some order to chaos, and advocating for our customers.The ideal candidate will possess a background in helpdesk customer service, coupled with a keen interest in mastering Equip’s platform. They should exhibit a capacity for delving into, comprehending, and explaining technical details to both technical and non-technical individuals with clarity and ease.

Responsibilities Provide prompt, courteous, and efficient support to customers experiencing product issues or seeking assistance with our software.

Analyze and troubleshoot technical issues impacting our employees

Escalate unresolved issues to the appropriate internal teams and ensure follow-up until issues are resolved.

Continually improve support processes and tools to enhance customer satisfaction and internal efficiencies.

Create and update documentation for both internal team members and external customers

Job Requirements Minimum of 4 years of experience in product applications support and/or IT Helpdesk roles

Ability to work 8am-5pm EST

Proficient problem-solving and analytical abilities.

Excellent communication and interpersonal skills, emphasizing rapport-building, active listening, and effective questioning.

Capable of working independently and collaboratively in a team environment

Preferred Skills: MDM Admin (ideally Jumpcloud), GSuite Admin, Mac Support, PC Support, SAAS support, JIRA (or other ticket tools)

Bonus Skills: AWS Console Admin, Salesforce, Postman

Proficient in using Google products, with an emphasis on GSheet formulas.

Occasional nights and weekends support as business requires

Past experience working in a high growth startup environment

$75,000 - $85,000 a year The salary range for this position is $75K - $85K a year, however base pay offered may vary depending on job-related knowledge, skills, and experience. We are open to compensation negotiations. This role can be located anywhere in the US. Equip offers a comprehensive benefit package, including medical, dental and vision insurance, 401k, paid time off, family and short-term disability leave. Compensation and Benefits:

Equip offers competitive compensation and benefits programs as well as, career development opportunities, and exciting team retreats to ensure community and connection. The Talent Acquisition team will provide candidates with our benefit guide and share compensation information beyond posted bands. Below we have highlighted a list of some of our most popular benefits.

Short and long term incentives, including yearly bonus potential

Remote work from home

Flexible PTO & Leave programs

Health, dental, and vision insurance

Wellness and reproductive care programs

401k retirement savings plan

Home office set-up stipend

Co-working monthly stipend

Equal Employment Opportunity:

At Equip, we believe that our diverse perspectives are our biggest strengths — and that embracing them will create real change in healthcare. As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sexual orientation, gender identity, gender expression, familial status, age, weight, disability and/or any other legally protected classification protected by federal, state, or local law.

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