Lead Technical Support Specialist

At Vivian Health, we’re transforming hiring and recruiting in healthcare. We’re a high impact and positive impact business working to efficiently and cost effectively match the right talent to the right jobs in the healthcare sector, and as a result, help reduce healthcare costs and improve patient care.

We started by bringing transparency and increased access to the opaque and offline temporary healthcare staffing industry, and we are now building the largest marketplace in the healthcare labor market that enables all healthcare professionals to find their perfect job opportunity, faster and easier than ever before.

THE MISSION:

Vivian Health's mission is to empower every healthcare professional to find their perfect job opportunity. Through the Vivian Health platform, we enable staffing agencies and healthcare employers to more easily find relevant talent, communicate more efficiently, and make better hiring decisions, ultimately enabling them to serve patients more safely and effectively.

THE ROLE: 

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

We strongly encourage people of color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, and anyone with disabilities to apply. Vivian Health is an equal opportunity employer and welcomes everyone to our team. If you need reasonable adjustments at any point in the application or interview process, please let us know.