Member Technical Support Agent

Member Technical Support Agent

The mission of Well is to transform healthcare through our unique impact on our members' health and happiness. We do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior change. Our product — a consumer health engagement platform — integrates concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve the health of members. In addition to our product, we know our team makes us unique. We're a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees. We promote an employee- and member-centric culture with generous benefits.

Position Title: Member Technical Support Agent

Reporting To: Platform Operations Manager 1

Location: Chapel Hill, NC

Compensation Information: $53,000 plus bonus potential and benefits

Position Summary:

Technical Support Agent provides support for the members who use our app. In using both your experience and the internal tools provided, you will troubleshoot and find resolutions for reported incidents with efficiency.

Key Responsibilities:

• Monitor member support cases to adhere to SLAs.
• Utilize Well provided internal tooling to troubleshoot and remediate reported incidents.
• Maintain documentation and knowledge bases for up to date information.
• Function as a front line support resource in the troubleshooting and resolution of members' technical issues.
• Support member facing applications via Salesforce, Genesys Cloud, email, and phone.

Issue Communication:

• Use internal channels to report the current status of member related issues to management.
• Work with Triage / Tier 2 agents on advanced escalations requiring engineering support.
• Track progress for member-reported issues.
• Ensure that Well Guides are updated on a daily basis on the current status of member-related support cases/issues.
• Report outages and incidents to the Senior Technical Support Specialist.
• Document and track incident logs and post-mortems.
• Take personal responsibility for keeping all Well systems and data, including sensitive member data, secure and safe, according to Well data and security policies and HIPAA guidelines.

Preferred Qualifications:

• Prior experience within the Well Member Services team, currently in good standing, having demonstrated a consistent and strong performance with positive QA scores
• Demonstrated interest or experience with technology problem solving
• 1-2 years of experience with G Suite, Jira, Confluence, or similar tools
• Knowledge of both iOS and Android devices
• Experience with Salesforce, and Genesys, or a similar experience
• Detail-orientation with the ability to quickly pivot priorities as needed
• Critical thinking skills
• Good problem-solving

Additional Job Information:

Well is on a mission to redefine the healthcare experience. This is an opportunity to re-shape healthcare for America. We are developing solutions to improve the quality and affordability of healthcare. We welcome team members who are passionate about that mission. We embrace diversity and are committed to building an inclusive team.

Well is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.