Customer Support Associate Jobs

About Trayt:

Trayt is a fast-growing, mission-driven, venture-backed healthcare technology startup located in Palo Alto, California. We have a disruptive data platform that is offering a new paradigm in diagnosing, treating, and caring for patients with brain and mental health disorders, including Autism, ADHD, depression, substance abuse, and eating disorders. Trayt’s end-to-end collaboration and data analytics platform unites the entire ecosystem of providers and caregivers around every patient. It is the only application to fully address the needs of statewide psychiatry access program with major customers such as the states of Texas and Vermont and powering programs such as Child Psychiatry Access Network (CPAN) and Texas Child Health Access Through Telemedicine (TCHATT).

Our world-class multi-disciplinary team has decades of experience in psychiatry, data analytics, and building successful companies. We pride ourselves on being a group of passionate people who love our product and love celebrating our achievements and milestones together. This is a unique and exciting opportunity to work with some of the most innovative minds in our industry and see our product change history.

At Trayt Health, we’re looking for a motivated and customer-focused individual to join our team as a Customer Support Associate. As a member of our Customer Support team, you will play a crucial role in ensuring our customers receive exceptional assistance and prompt solutions to their inquiries. Your excellent communication skills, problem-solving abilities, and friendly demeanor will contribute to the overall success of our customer support efforts.

This role will report to the Senior Customer Support Specialist at Trayt.

Key Responsibilities:

• Escalate Complex Issues: Identify and escalate complex or unresolved issues to senior support personnel or relevant departments, ensuring timely and effective resolution
• Monitor support tickets & Troubleshoot: Understand customer concerns, troubleshoot technical issues, and prepare the response to customers.
• Collaborate with Team: Work closely and collaboratively with other colleagues at Trayt including engineering and product managers to troubleshoot and resolve customer issues
• Product Knowledge & Understanding of Workflows: Develop a deep understanding of Trayt products and business to provide informed assistance and product recommendations to customers. Develop a strong understanding of the workflows implemented
• Contribute to Knowledge Base & Help Materials: Assist in creating and updating the customer support knowledge base & help content by providing input on frequently asked questions and best practices
• Document and Track Interactions: Maintain detailed and accurate records of customer interactions, inquiries, and resolutions using our customer support software. Utilize this information to improve response times and enhance the overall customer experience
• Stay Updated: Keep up-to-date with changes in company policies, products, and services to provide accurate and up-to-date information to customers
• Ensure Customer Satisfaction: Strive to exceed customer expectations by delivering a positive and personalized support experience. Build rapport and maintain a friendly and empathetic attitude towards customers

Requirements

• Strong problem-solving abilities and a passion for helping customers
• Empathetic and patient attitude towards customers' concerns and inquiries
• Good judgment and the ability to handle sensitive and confidential information with discretion
• Hyper-organized and detail-oriented, with excellent written and verbal client-facing communication skills
• Proficiency in using customer support software, email, and basic office applications
• Bachelor Degree in business or related field
• Ability to adapt and learn quickly in a fast-paced environment
• Excellent verbal and written communication skills

Bonus:

• Familiarity with online tools and systems, including Google Suite, JIRA, Hubspot, and ticket-management systems (ZenDesk)
• Passionate about mental health
• Previous customer service experience or experience in similar customer facing roles is preferred but not mandatory
• Experience in preparing customer-facing educational materials (articles, process docs)

Pay Range:

• Annual salary of $60K - $80K plus stock options

Benefits

• Company Equipment
• Hybrid Remote Work/Flex Scheduling Environment
• 401(k)
• Flexible Paid Time Off
• Health Insurance Coverage (medical, dental, and vision)
• Short and Long-Term Disability Insurance
• Life Insurance
• Flexible Spending Accounts
• Holiday Pay