Bilingual Customer Support Agent (Tier 1) - remote

Title: Bilingual Customer Support Agent (Tier 1)

Location: United States

Category: Customer Support

Job Description:

ABOUT US

At Vida, we help people get better –and we’re helping the healthcare system get better, too.

Vida is a virtual health clinic that provides expert, personalized, on-demand health coaching and programs from a network of experienced health care providers –like Registered Dietitians, Therapists and Health Coaches –through an easy-to-use app. We focus on managing chronic cardiometabolic conditions –like diabetes, obesity and hypertension –as well as achieving lifestyle health goals like eating more healthfully, getting more exercise, losing weight and reducing stress.

By combining advanced technology with the top-notch healthcare providers, Vida is breaking down the barriers that have historically kept people from getting the best care. We are trusted by Fortune 1000 companies, major national payers and large providers to enable their employees to live their healthiest lives.

**Vida is authorized to do business in many, but not all, states. If you are not located in or able to work from a state where Vida is registered, you will not be eligible for employment. Please speak with your recruiter to learn more about where Vida is registered.

As Vida’s Customer Support Agent, you will play a critical role in shaping the Vida support experience for our customers. You will be responsible for assisting customers with technical issues or questions related to our app and services. If you thrive in a fast-paced startup environment, enjoy working with both internal and external partners and customers and want to be involved in the cutting edge of healthcare, this role may be for you.Responsibilities:

• Respond to support inquiries and issues reported by customers (via phone or email) with requisite consideration, empathy and thoughtfulness.
• Ensure timely resolution of support tickets in accordance with established service level agreements (SLAs).
• Efficiently diagnose and troubleshoot technical issues to determine the next support steps- provide solutions or escalate to the appropriate level.
• Become an expert on Vida’s programs, client-specific offerings and features- helping our customers understand all of the benefits pertaining to their specific health needs.
• Clearly track and communicate bugs or trending issues to management when they arise.
• Report regularly on customer feedback to help drive product and process improvements.
• Assist Tier 2 Support and management with special projects as needed.Requirements:
  • Bilingual- fluent in written and oral English/Spanish.
  • 1-2 years of customer support experience in a growing and fast-paced technology company.
  • Open availability to work on weekends and some holidays.
  • Comfortable handling technical and non-technical cases.
  • Positive and optimistic personality- no problem is too big.
  • Excellent listening and problem-solving skills with a passion for helping people.
  • Outstanding written and oral communication skills and the ability to explain technical problems or solutions to a non-technical audience.
  • Strong time management, task management, organization and prioritization skills.
  • Empathy and the desire to learn and grow.

    Vida is proud to be an Equal Employment Opportunity and Affirmative Action employer.

    Diversity is more than a commitment at Vida-it is the foundation of what we do. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, or Veteran status. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

    We seek to recruit, develop and retain the most talented people from a diverse candidate pool. We don’t just accept differences –we celebrate them, we support them, and we thrive on them for the benefit of our employees, our platform and those we serve. Vida is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

    We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at Vida in any form without a valid, signed search agreement in place for the specific position will be deemed the sole property of Vida. No fee will be paid in the event the candidate is hired by Vida as a result of the unsolicited referral.

    #LI-remote