Support Specialist - Strive Health : Job Details

What We Strive For At Strive Health, we're driven by a purpose: transforming the broken kidney care system. Through early identification, engagement, and comprehensive coordinated care, we significantly improve outcomes for people with kidney disease, reducing emergency dialysis and inpatient utilization. Our high-touch care model integrates with local providers and uses predictive data to identify and support at-risk patients along their entire care journey. Recognized with ten prestigious workplace awards, including LinkedIn's 2024 Top Startups in Denver, we're setting a new standard in kidney care. We embrace diversity, celebrate successes, and support each other, making Strive the destination for top talent in healthcare. Join us in making a real difference. What You'll Do As a Support Specialist, you will provide efficient and effective support by diagnosing, troubleshooting, and resolving problems to ensure smooth operations and minimize downtime. You should possess excellent communication skills, technical proficiency, and a strong commitment to customer satisfaction. Essential Functions

• Serve as initial point of contact for end-users seeking technical assistance via tickets, phone, or email.

• Respond to customer inquiries and technical issues within the defined SLA.

• Utilize Knowledge Base articles to resolve issues in real time.

• Get clarifying information for tickets that need to be escalated to more senior staff.

• Assist end users in setting up and configuring laptops and phones

• Identify documentation that needs to be updated and make necessary recommendations to make documentation clearer.

• Manage and prioritize support tickets to ensure timely resolution of customer issues.

• Continuously improve processes and procedures related to technical support.

• Assist in the inventory management of IT equipment.

Minimum Qualifications

• 2+ years combined of related education, certification, or work experience

• Internet Connectivity - Min Speeds: 20Mbps Down & /5.0Mbps Up, Latency