Position Title: Technical Support Specialist (Member Services)

Reports to: Head of Member Services

Location: Chapel Hill, NC 

About the Company:

The mission of Well (https://www.well.co/) 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.

Note that all new hires at Well are required to adhere to the COVID Vaccination Requirement Policy.

About the Team:

The role of Well’s Member Services team is to create frictionless experiences for our members and help them achieve their best health. Our members are at the core of everything we do. Our offices may resemble a contact center, but we are so much more than that! We are seeking to forge sustained relationships with our members by serving them with empathy, and we are looking for team members who are excited to join our efforts to pursue this goal! The primary member-facing role (contact center “agent”) is the Well Guide, who answers questions related to medical benefits, coaches our members to set and obtain their health goals, and helps them navigate the healthcare system.

Position Summary:

We’re looking for a collaborative and sharp technical partner to serve as our Technical Support Specialist. In your role, you will serve as the first point of contact when a member or teammate has a technical support issue. By using both your experience, as well as our internal tools, you will look for the most efficient way of solving the technical issue, as well as escalate to our engineering team as needed. You will establish yourself as the first line of defense for our Member Services Team, that will ultimately reduce the amount of escalations we send to our engineering team. In addition to serving as a first line of defense, you will also monitor and maintain all Member Services tech tickets, and interface with other program leaders to ensure both the tickets are being prioritized and worked on in accordance with our internal support SLA. You will establish a weekly reporting system to key leaders that showcases the scope of open tickets, status of what stage they are in, as well as KPI’s against resolution. This detailed analysis and reporting will inform our leadership team as to what technical issues members are experiencing and how quickly we are solving the issues. Given the nature of work, protecting employee privacy is of the utmost importance in this role. 

Key Responsibilities

• Member Technical Support Issue Communication
• Utilizing tooling to report to management the current status of member related issues
• Engage with Engineering leadership on a regular basis to understand current priority and status of member issue resolution
• Track open, closed, and in progress member issue tickets and communicates status to stakeholders
• Ensure that Well Guides are updated on a daily basis on the current status of member related support cases/ issues
• Organize appropriate stakeholders to prioritize and plan the resolution of member related issues
• Perform word processing and spreadsheet activities related to member related issues
• Member Technical Support
• Acts as a Tier Two technical support resource in the resolution of member technical support issues and tickets
• Monitor member support cases to ensure prompt resolution
• Utilize Well’s various internal tooling (Salesforce, Jira, G Suite) to communicate issue status and information across multiple teams
• Act as a conduit between Member Services and Engineering for issue resolution
• Knowledge base of current application builds and known issues
• Member Services Technical Support
• Support the Member Services team with basic and common equipment and access issues
• 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

Critical Skills/Competencies

• Manage multiple priorities
• Strong verbal and written communication skills
• Comfortable working with online tooling such as G Suite, Salesforce, or Jira
• Demonstrate critical thinking
• Look for the solution to problems in work processes
• Work well in a startup environment, including operating in a fast-paced and dynamic organization in which timelines and requirements may change rapidly
• Effectively utilize basic functionality of standard office technology tools in day-to-day work

Qualifications and Key Requirements

• 3-5 years of consumer or contact center application technical support / helpdesk support
• Experience with word processing and spreadsheet software
• Deep knowledge of both iOS and Android devices
• Experience in building technical support processes that scale
• Experience with Salesforce / Jira / Genesys 
• Detailed oriented with the ability to quickly pivot priorities as needed

Education

• Bachelor's degree or equivalent work experience

Location

• This role is located in Chapel Hill, NC

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.