Product Support Associate

About Equip

Equip is the leading virtual, evidence-based eating disorder treatment program with a mission to ensure everyone with an eating disorder can access effective treatment. Created by clinical experts and individuals with lived experience, Equip builds upon evidence-based treatments to empower lasting recovery. All patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and partners 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 who 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.

About The Product Support Associate Role

The Product Support Associate will be the first point of contact for employees or external customers seeking technical assistance. They will ensure that users receive the support needed to effectively use various systems and applications. The Product Support Associate will possess strong communication skills, a passion for technology, and a desire to learn and grow in a product support role.

Key Responsibilities

• Provide prompt, courteous, and efficient support to internal or external users experiencing product issues or seeking assistance with our software.
• Investigate and troubleshoot software and platform-related problems reported by users via various channels (phone, email, chat, etc.).
• Assist users with hardware and software troubleshooting.
• Escalate unresolved issues to senior team members or other internal teams as appropriate, ensuring follow-up until issues are resolved.
• Consistently document issues and resolutions within the product support ticketing system.
• Perform other duties as assigned.

Qualifications

• Associate's or Bachelor's degree or equivalent experience.
• Ability to work 9 am - 6 pm PST.
• Excellent verbal and written communication skills.
• Strong customer-service orientation including professional interpersonal skills and the ability to effectively collaborate with external and internal stakeholders.
• Demonstrated ability to consistently follow processes, reflecting a strong attention to detail.
• Quick learner with a strong interest in mastering new technologies, including Equip’s platform and best practices in product support.
• Comfortable with ambiguity and ability to think critically to quickly and accurately work through challenges in a fast-paced, fluid environment.
• Participate in after-hours or weekend support as needed to meet business demands.

Work Environment

Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed.

Diversity, Equity, Inclusion, and Belonging (DEIB) at Equip

At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have an Equip DEIB council, Equip For All; also referred to as EFA. EFA at Equip aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at Equip.

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, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, weight, and/or any other legally protected classification protected by federal, state, or local law.

Our dedication to equitable access, which is core to our mission, extends to how we build our "village." In line with our commitment to Diversity, Equity, Inclusion, and Belonging (DEIB), we are dedicated to an accessible hiring process where all candidates feel a true sense of belonging. If you require a reasonable accommodation to complete your application, interview, or perform the essential functions of a role, we invite you to reach out to our People team at accommodations@equip.health.

Key skills/competency

• Technical Support
• Customer Service
• Troubleshooting
• Communication Skills
• Software Support
• Ticketing Systems
• Problem Solving
• Attention to Detail
• Product Knowledge
• Remote Support