Support and Community Operations Specialist, Achievement

San Mateo, California, United States Full-time

Evidation Health is a technology and services company that helps individuals and the world's most innovative healthcare companies understand and influence the everyday behaviors that create better health outcomes. Evidation pairs a first of its kind discovery engine designed for better, faster, and more efficient studies with a delivery platform, Achievement, that connects individuals and the healthcare industry, including life sciences organizations, providers, payers, and digital health companies. The company's technology is designed to be entirely privacy-safe and individually-permissioned.

We’re seeking a Support and Community Operations Specialist for the Community Operations Team. We are looking for a motivated candidate to support the Achievement community. You will utilize both vendor customer support and bug tracking software to support and create a positive experience for our users. You will collaborate with product/engineering teams to ensure the user experience exceeds high quality standards.  

RESPONSIBILITIES

  • Represent the Achievement brand in a positive manner as the first point of contact for our users
  • Create a positive experience for our users by investigating and resolving inquiries via phone and email
  • Identify and solve new or non-standard issues that may require resourceful and conceptual thinking when necessary
  • Collect data and insights to identify trends and user insights. Use these insights to make improvements to the user experience
  • Implement organizational systems and create help articles within the vendor customer support software to facilitate internal communication and collaboration on participant support
  • Recommend potential products or services by collecting customer information and analyzing customer needs.
  • Work closely with product/engineering teams and utilize issue tracking software to track and manage bugs and new features.
  • Work with community team to continuously assist in improving support efficiency.

QUALIFICATIONS

  • Undergraduate university degree required
  • Customer support experience
  • Experience using FreshDesk or a similar software is preferred
  • Experience using Jira is preferred
  • Excellent verbal and written communication skills
  • Must be self motivated, eager to exceed objectives and organized
  • Startup experience preferred

BENEFITS

  • Health, dental, and vision benefits for you and competitive coverage for your family
  • Relocation support
  • Equity
  • Flexible work hours
  • Open vacation policy - take time when you need it
  • Support for remote work when needed
  • Relaxed work environment
  • Your choice of computing equipment and gear
  • Lots of opportunities for growth
  • Opportunity to work on fascinating challenges that improve people’s lives
Evidation Health values diversity and is committed to equal opportunity for all persons without regard to race, color, creed, religion, marital status, age, national origin or ancestry, political activity or affiliation, physical or mental disability, medical condition including genetic characteristics, marital status, sexual orientation, gender identity, sex or gender.

Apply for this opening at http://evidation.recruiterbox.com/jobs/fk01hs2?apply=true