Product Support Analyst II

Equip Health

2d • Remote

About The Position

As a Product Support Analyst II, this role will play a pivotal role in supporting both our in-house products, supporting end users and serving as a helpdesk resource, helping to resolve our employees' issues. We strive to provide a seamless, considerate, and efficient product experience for our patients, families, and providers. From creating processes, to driving metrics and insights from our customers back to the technology team, to providing top-notch product support to our patients and families, your impact on Equip will greatly enhance our user experience. The person in this role needs to be comfortable with ambiguity, putting some order to chaos, and advocating for our customers.

The Product Support Analyst II will possess a background in helpdesk customer service, coupled with a keen interest in mastering Equip’s platform. They should exhibit a capacity for delving into, comprehending, and explaining technical details to both technical and non-technical individuals with clarity and ease.

Requirements

• A bachelor's degree in computer science, information technology, engineering, or a related field.
• 4+ years of experience in product application support, IT Helpdesk, or a similar customer-facing technical role.
• Ability to work 8 am - 5 pm EST.
• Demonstrated troubleshooting and analytical skills, with a proactive, solutions-focused mindset.
• Quick learner with a strong interest in mastering new technologies and systems, including Equip’s platform.
• Excellent verbal and written communication skills, with an ability to explain technical concepts to both technical and non-technical users.
• Effective multitasker who can manage multiple tickets, priorities, and stakeholders in a fast-paced environment.
• Working knowledge of databases, with experience using database tools to investigate data-related issues. Experience with MDM Admin (ideally Jumpcloud), GSuite Admin, Mac Support, PC Support, SAAS support, JIRA or other ticketing systems.

Nice To Haves

• Experience with Postman, AWS Console Admin, Salesforce, or other enterprise platforms is a plus.
• Fluency in Spanish is a strong plus, particularly for supporting our bilingual users.

Responsibilities

• Deliver prompt, courteous, and effective support to both external users and internal employees encountering product or technical issues.
• Investigate and troubleshoot software and platform-related problems reported by users via various channels (phone, email, chat, etc.).
• Proactively identify patterns in customer issues and communicate actionable insights.
• Escalate unresolved or complex issues to appropriate internal teams and follow through to ensure resolution. Comfortable navigating ambiguous situations.
• Maintain and improve internal and external documentation, ensuring resources are clear, accurate, and up to date.
• Contribute to the creation and optimization of support workflows, processes, and tools to drive team efficiency and user satisfaction.
• Collaborate cross-functionally in a fast-paced environment, demonstrating adaptability and an ability to manage competing priorities.
• Participate in after-hours or weekend support as needed to meet business demands.
• Perform other duties as assigned.

Benefits

• Time Off: Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays.
• Medical Benefits: Competitive Medical, Dental, Vision, Life, and AD&D insurance.
• Equip pays for a significant percentage of benefits premiums for individuals and families.
• Maven, a company paid reproductive and family care benefit for all employees.
• Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!
• Other Benefits
• Work From Home Additional Perks: $50/month stipend added directly to an employee’s paycheck to cover home internet expenses.
• One-time work from home stipend of up to $500.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level