Associate Technical Support Specialist

Overview

Associate Technical Support Specialist (Remote US) providing frontline support to diagnose and resolve hardware/software issues and guide members through onboarding.

What you'll do

• Develop foundational knowledge of Hinge Health products, technical challenges, and troubleshooting techniques through onboarding and shadowing.
• Handle member inquiries via phone, email, and chat while meeting quality and response-time standards.
• Independently diagnose, investigate, document, and resolve member problems related to hardware and software products.
• Conduct root cause analysis and contribute insights to improve knowledge-base articles and troubleshooting guides.
• Meet key organizational metrics for quality, productivity, and member satisfaction.
• Serve as a resource for peers on complex troubleshooting and recommend process improvements based on recurring patterns.

What you'll need

• 1+ year of technical troubleshooting, IT help desk, or software/hardware support experience (required).
• Excellent written and verbal communication skills with a member-facing orientation.
• Ability to multitask across phone, email, and chat queues effectively.
• Ability to conduct root cause analysis and strong analytical/problem-solving skills.
• Flexibility with schedule; may include nights and weekends.
• Ability to work effectively in a remote environment with excellent punctuality and proactive communication.

Details

• Work location: Remote US.