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Careers

Tech Support Rep

About Moving Analytics

Moving Analytics provides Movn - a digital cardiac rehabilitation service to help patients recover after a heart attack or heart surgery. The goal of the program is to help patients reduce their risk of getting a future cardiac event by empowering them to manage their risk factors including exercise, nutrition, smoking, blood pressure, weight, medication and stress.

Our mission is to conquer heart disease as the leading cause of death through digital prevention programs that serve over 1M people annually. We are clinicians, designers, engineers and entrepreneurs leveraging design, research and technology to improve patient engagement and care coordination. Our mission is to conquer cardiovascular disease as the leading cause of death, through programs that leverage science, technology and design to empower people to improve their health and quality of life.

Job Description

As a Tech Support Rep, you will act as one of the stewards of Moving Analytics quality, fielding and resolving support requests from hospital staff to patients to internal team members. You’ll uphold our standards of quick response times, short call times, and high satisfaction ratings while focusing on first call resolutions. You’ll document all support issues with a description of the issue, including any steps to repeat it and supporting documentation as well as possible root causes. You’ll also collaborate with the team on improving our training, education, and software based on issues seen. Technical Support Representatives are part of the Product team at Moving Analytics and collaborate within the Product and Engineering teams.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Interested candidates may send a resume and cover letter to Joe Villanueva at joe@movinganalytics.com

Employment Type

Full-time

Location

Orange County, CA

Hours

Flexible work-hours policy, extended remote work not possible

Industry

Healthcare

Essential Duties and Responsibilities
  • Explain platform features and provide exceptional remote support to all end users, whether internal or external, hospital staff or patient, via telephone call, email and chat
  • Resolve device- and software-specific technical issues stemming from Moving Analytics, other integrated services, Android, and iOS
  • Provide robust descriptions on issues, including supporting documentation, steps to repeat bugs, related support requests, customers affected, etc. so that team members have an accurate understanding of the scope and how to assist in resolution if required
  • Provide any necessary outbound follow-up via phone and email
  • Curation of FAQ documents organized by user archetype
  • Abide by protected health information policies and procedures e.g. HIPAA
  • Work as a team and be a positive addition to Moving Analytics’ culture
Minimum Qualifications
  • 1 year of experience as a Technical Support Representative in a software or technology environment (call center experience a plus)
  • Excellent written and oral communication skills
  • Working PC knowledge, Windows and related applications preferred
  • An affinity for learning online software systems
  • High stress tolerance/patience, prior experience conveying technical concepts to non-technical audiences preferred
  • Strong attention to detail to ensure results from company related activities
  • Prior experience with and solid understanding of systems and applications such as the terminology, UI, data flows, and release cycles
  • Ability to read and understand complex requirements documents
  • Prior experience with:
    1. SaaS, CRM platforms
    2. Agile methodologies
    3. Issue tracking software (preferably JIRA, Confluence, Service Desk)
    4. MS Office
We're Looking For Someone Who Is
  • a self-starter and eager to learn
  • requires minimal supervision for common day-to-day tasks
  • able to react quickly, establish, and re-establish, priorities
  • able to balance multiple projects simultaneously
  • patient when helping others, especially when others may be frustrated
  • familiar with highly configurable software products
  • familiar with ticket management software to document and manage customer issues
  • with a high level of empathy, attention to detail, and accuracy
  • with an eye for process optimization
Benefits
  • Health insurance
  • Commuter benefits
  • Supplemental life insurance