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L1: Support Associate Jobs
Company | Twin Health |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Hospitals and Health Care |
Expires | 2023-08-17 |
Posted at | 9 months ago |
Twin Health
- Gain an in-depth knowledge and become a subject matter expert of Twin Product, Twin Sensors, and Twin services
- Conduct Sensor Activation visits with new members
- Responsible for triaging and troubleshooting support issues across multiple areas as directed by Management
- Handle inbound customer inquiries in a timely and accurate way, via phone, email or chat and track inquiries in a ticketing system
- Ensure proper, timely follow-up on assigned support cases to ensure Service Level Agreements are met and customer satisfaction is consistently high
- Maintain accurate, high-quality, and timely documentation for all steps and activities undertaken to resolve member issues/questions
- 1+ years of experience in technical support or customer facing roles
- Completed a post-secondary program
- Ability to handle a fast-paced environment with competing priorities
- Display a calm, friendly, proactive, and efficient workstyle
- Willing and eager to learn and adapt to changing needs
- Use of good judgment to appropriately prioritize responsibilities and member needs
- Consistently meet productivity metrics while working autonomously
- Must have excellent customer interaction skills, written and oral communication skills in English, along with the ability to strategically relate and problem-solve to a diverse member-base.
- Strong interpersonal and customer service skills
- Must be able to communicate appropriately and provide key insights at all levels (i.e. Support Team, Management, executives, and customers).
- Professional communications skills with experience in a contact center environment
- Desire to help members with efficiency and empathy
- Must have a measurable track record of member satisfaction and understanding of NPS
- Must be open to learn from constructive feedback
- Must be passionate about the success of our members and be skilled in the art of having difficult conversations.
- Passion for Twin’s purpose to transform lives by empowering people to reverse, prevent and improve chronic metabolic diseases.
- Healthcare experience preferred
- Thrives in collaborative team environment
- Opportunity for equity participation
- Unlimited vacation with manager approval
- 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
- As a remote friendly company we are committed to providing opportunities for all who join to further build relationships, increase cross-functional collaboration, and celebrate our accomplishments.
- 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
- A competitive compensation package in line with leading technology companies
- 401k retirement savings plan
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