Customer Support Analyst
@ Wiraa

Hybrid
$85,000
Hybrid
Full Time
Posted 20 days ago

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XXXXXXXXX XXXXXXXXXXXXX XXXXXXX****** @linushealth.com
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Job Details

About Linus Health

Linus Health is a Boston-based digital health company dedicated to transforming brain health worldwide. By integrating cutting-edge neuroscience, clinical expertise, and artificial intelligence, the company advances early detection and intervention for cognitive and brain disorders.

With a team of over 100 professionals, Linus Health empowers individuals to live longer, healthier lives through innovative solutions and personalized care.

About the Role: Customer Support Analyst

As a Customer Support Analyst, you will manage all customer contact points through the Linus Support Channel to ensure a seamless support experience. Reporting to the Director of Customer Support, Training & Support, you will deliver world-class support, troubleshooting, and proactive engagement in a flexible remote work environment within the US, with a preference for candidates based in Montana or Pennsylvania.

  • Manage incoming inquiries via tickets, email, phone, and chat.
  • Ensure adherence to service level agreements (SLAs) and industry best practices.
  • Provide first-tier troubleshooting support, especially for Apple/IOS products.
  • Develop support documentation and assist with training initiatives.
  • Identify trends in support requests and escalate complex issues.

Qualifications & Experience

The ideal candidate has 3-5 years of customer support experience, preferably in healthcare or SaaS environments. You should be technologically savvy, have strong communication skills, and be capable of handling high-volume inquiries using systems like Zendesk. Experience in account management or customer onboarding is a plus.

Nice To Haves

  • Bachelor’s Degree in related fields such as Education, Business, or Nursing.
  • Experience with digital health SaaS products or working in an Apple Genius Bar setting.
  • Background in academic or pharmaceutical trials.

Benefits

  • Competitive salary and benefits package.
  • Flexible remote work environment within the US.
  • Opportunities for professional development and career growth.
  • Health, dental, and vision insurance options.
  • Paid time off and holidays.
  • Collaborative and inclusive work culture.

Key skills/competency

  • Customer Support
  • Troubleshooting
  • Zendesk
  • Apple/IOS
  • Communication
  • Time Management
  • Healthcare
  • SaaS
  • Documentation
  • Process Improvement
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How to Get Hired at Wiraa

🎯 Tips for Getting Hired

  • Research Linus Health: Understand their mission and digital health innovations.
  • Customize your resume: Highlight customer support and technical skills.
  • Emphasize experience: Detail healthcare or SaaS support roles.
  • Prepare for interviews: Practice troubleshooting and conflict resolution examples.

📝 Interview Preparation Advice

Technical Preparation

Review Zendesk functionalities and ticket management.
Practice troubleshooting Apple/IOS common issues.
Study digital health product workflows.
Update knowledge on SaaS support best practices.

Behavioral Questions

Describe handling high-pressure customer situations.
Explain a time you resolved support escalations.
Detail teamwork in cross-department projects.
Discuss managing multiple support channels simultaneously.

Frequently Asked Questions