About the Role As an Associate Technical Support Specialist, your focus will be to assist new and existing members in starting their program and provide quick, efficient technical support to existing members for their hardware and software needs. You must have exceptional written and verbal communication skills, strong soft skills and de-escalation methods, keen attention to detail, superior organizational skills, a proactive attitude towards learning, and be comfortable handling multiple tasks simultaneously. You’ll consistently prioritize members’ needs while advocating for their seamless program experience and provide direct and efficient support via phone, email and chat channels. What You'll Accomplish Diagnosing, investigating, documenting and resolving members problems related to Hinge Health products. Develop extensive knowledge of our product including common technical challenges and troubleshooting techniques. Collaborate with teammates, and sometimes stakeholders outside of the Support organization, to research, escalate and resolve member problems. Maintains knowledge of technology innovations and trends. Provide best in industry support, fielding inquiries and addressing them in a timely and professional manner, while leveraging high level soft skills and de-escalation methods. Understand a member’s program journey by using and interpreting various technical platform tools Ensure prompt and clear communication for members while conveying warmth and empathy. Adhere to key organizational metrics while upholding standards of quality and productivity. Basic Qualifications Technical troubleshooting or IT help desk experience (minimum one year). Excellent and well-rounded member facing communication skills. Strong analytical and problem-solving skills. Ability to prioritize tasks along with excellent time management skills. Proficiency in conducting thorough root cause analysis for technical issues. Confidence managing multiple processes and workflows simultaneously. Ability to multitask between phone/email/chat queues effectively Experience with customer support tools (e.g. Zoom, Freshdesk, Salesforce) to resolve technical issues for end users. Experience with mobile and/or data management tools (e.g. Mixpanel, JIRA, Tableau, Auth0, Esper MDM) to properly diagnose and troubleshoot technical issues. Flexibility with your schedule. Your work hours will be based on business needs and may include nights and weekends. Able to effectively work in a remote environment and be depended on for excellent punctuality and proactive communication. Preferred Qualifications Healthcare background, and/or previous healthcare tech experience, especially startup experience. Remote work experience Familiarity or experience adhering to PHI/PII compliance standard for health care users. Technical Support / troubleshooting and/or logistics experience with medical devices & hardware. Bilingual (Spanish) Compensation This position will have an annual salary, plus equity and benefits. Please note the annual salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. For this position, our salary ranges are listed below: Tier 3: IL (ex Chicago), MD(ex DC Radius), MA (ex Boston Radius), NH (ex Boston Radius), NY (ex NYC Radius), RI (ex Boston Radius), TX (ex Houston), VA (ex DC Radius), WA (ex Seattle Radius), WI (ex Chi Radius), AK, CO, DE, GA, HI, MI, MN, NV, NC, OR, PA ($20.82 - $31.25) Tier 4: AL, AZ, AR, FL, ID, IN (ex Chicago), IA, KS, KY, LA, ME, MS, MO, MT, NE, NM, ND, OH, OK, SC, SD, TN, UT, VT, WV, WY ($18.85 - $28.27) We are not hiring in other locations at this time. About Hinge Health Hinge Health is moving people beyond pain by transforming the way it is treated and prevented. Connecting people digitally and in-person with expert clinical care, we combine advanced technology, AI and a care team of experts to guide people through personalized care directly from their phone. Our approach is proven to reduce pain by 68%, prevent 42% of new opioid prescriptions, and avoid more than half of joint replacement surgeries. Available to 18M people, Hinge Health is trusted by leading health plans and employers, including Land O’Lakes, L.L. Bean, Salesforce, Self-Insured Schools of California, Southern Company, City of Boston, US Foods, and Verizon. Learn more at http://www.hingehealth.com What You'll Love About Us Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live. Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match. Modern life stipends: Manage your own learning and development Diversity and Inclusion We’re committed to building diverse teams that reflect the communities we serve. Visit hingehealth.com/diversity-equity-and-inclusion to learn more about what moves us. Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter.