What are the responsibilities and job description for the Technical Support Representative position at Activated Insights?
About Us
Activated Insights is a growing SaaS company right here in Idaho Falls, helping senior care providers across North America improve employee engagement, training, and client experiences. Our work impacts hundreds of thousands of seniors every year, but it starts with a close-knit, mission-driven team.
We’ve been part of Eastern Idaho since 2008 and are proud to offer meaningful careers in tech and healthcare in the area.
Why Join Us
- Work at the center of one of healthcare’s fastest-growing sectors.
- Collaborate with a high-performing leadership team with proven success in scaling companies.
- Be part of a culture focused on mission, teamwork, and delivering exceptional experiences.
Why Is This Role So Special?
As the Technical Support Representative at Activated Insights, you will play a pivotal role in ensuring our clients have a seamless and positive experience with our software solutions. You will be the first point of contact for customers seeking assistance, troubleshooting technical issues, guiding them through system functionalities, and escalating more complex concerns to the appropriate internal teams.
Key Responsibilities:
- Directly report to the Customer Support Manager
- Develop a strong understanding of all support related technical processes
- Help maintain and develop clear, in-depth documentation of internal processes
- Work independently and with a team of Customer Support Representatives to support our customer base
- Display a strong commitment to the success of Activated Insights customers, going above and beyond to deliver top-notch service at every touchpoint
- Communicating with customers over the phone, email and sometimes video calls
- Answering questions with an In-depth understanding of the company’s products or services
- Respond to inquiries from customers in a timely manner
- Communicate across teams internally to get answers for customers and other team members
- Work between many different software’s and systems to assist customers
- Assist Customer Support Manager with training
Required Skills
- Strong technical aptitude and computer literacy
- Strong problem-solving skills
- Work independently and as a member of a team
- Effective time management skills, including the ability to manage multiple projects simultaneously, prioritize effectively and meet deadlines
- Excellent organizational skills and attention to detail
- Excellent interpersonal and customer service skills
- Open minded, resilient, and flexible
- Great communication abilities, including written and verbal communication
- Patience, empathy and professionalism
- Full time work schedule
Location: Idaho Falls, Idaho office
Experience and Qualifications:
- 1 years of professional experience in customer service
- Deep understanding of information technology processes
- Self-motivated, driven and a positive attitude are a must
- Confident, with strong interpersonal skills and a true team player
- Prolonged sitting at a desk and working at a computer
Schedule:
- Full time, 40 hours each week
- Monday through Friday, core business hours of 8:00 AM to 5:00 PM locally with occasional flexibility for collaboration across time zones or to meet critical deadlines.