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Technical Support Representative

Eleos Health

Eleos Health

IT, Customer Service
United States
Posted on Wednesday, June 26, 2024

Who is Eleos Health?

Today, more people than ever are speaking publicly about their mental health. Whether it's ourselves, our friends and family, or even public figures, taking care of your behavioral health is no longer a taboo, it's vital, and it's only human. Eleos is on a mission to help deliver the world's most effective behavioral care through data, measurement, and personalization.

Or simply put, we want to give clinicians the support they need to do the important work only they can do.

What is this opportunity?
We are seeking a Technical Support Representative to join our growing Technical Support Team. This person will be instrumental in providing a world class customer support experience for a product that positively impacts people's lives every single day. Reporting to the Support Team Lead, you will ensure we provide exceptional customer service, resolve technical issues, and assist customers in getting the most out of our platform. Your role will involve tracking and analyzing support data, and collaborating with cross-functional teams to drive product improvements based on customer feedback.

Who are you?
You thrive in a startup environment and excel in a fast-paced setting. You are passionate about delivering outstanding customer support experiences and genuinely enjoy troubleshooting technical issues. Your communication skills are exceptional, and you have a keen eye for detail. You are self-motivated, adept at time management, and resourceful in solving complex issues.

How will you contribute?

  • Provide first level support to assist with complex customer inquiries via email and chat with kindness, professionalism and a high level of empathy
  • Meet or exceed performance metrics for customer satisfaction and issue resolution.
  • Provide expert guidance on products/services to empower informed customer decisions.
  • Communicate effectively to streamline interactions and reduce resolution times.
  • Accurately document customer interactions to provide insights for service enhancements.
  • Collaborate cross-functionally with the Customer Success and R&D teams
  • Uphold company values in every customer interaction, reinforcing our reputation.

What qualifications and skills will help you to be successful?

  • 2 years of experience in a customer support role
  • Proven track record of delivering exceptional customer support with high customer satisfaction scores and problem-solving.
  • Exceptional problem-solving abilities and a proactive approach to customer issues.
  • Patience and empathy when dealing with customer concerns.
  • Strong organizational and time management skills.
  • Excellent written and verbal communication skills.
  • Ability to work collaboratively with cross-functional teams.
  • Familiarity with CRM systems and help desk software is a plus.
  • Ability to adapt and thrive in a rapidly changing startup environment.
  • Ability to work PST working hours

Some nice-to-haves are:

  • Passion for the healthcare/behavioral health industry.
  • Experience in Customer Success

This is a unique opportunity to join a startup that is having a meaningful impact on the well-being and mental health of thousands.

We offer:

  • A product that positively impacts people's lives every single day.
  • A team of amazing people with a shared vision and the infinite drive to make it happen.
  • Competitive compensation, including significant equity.
  • 401(k) plans matched to 4%
  • Opportunity to build, grow, and become highly instrumental in shaping how technology can improve mental health support.
  • Mental health days off so you can take any given moment simply because you need them.
  • The base pay range for this position is $55,000-$75,000 per year. The specific compensation depends on factors such as prior experience, qualifications, and geographic location.