Full-Time Customer Support Agent

About Vida: We help people get better, and the healthcare system, too. We are a virtual health clinic providing expert, personalized, on-demand health coaching and programs through an easy-to-use app. Our care providers include prescribers, registered dietitians, therapists, and health coaches. We focus on managing chronic cardiometabolic conditions (like diabetes, obesity, and hypertension) and achieving lifestyle health goals.

As Vida's Customer Support Agent, you will be crucial in shaping the customer support experience. You'll assist customers with technical issues or questions related to our app and services.

Responsibilities:

• Respond to customer inquiries and issues (via phone or email) with empathy and thoughtfulness.
• Ensure timely resolution of support tickets according to service level agreements (SLAs).
• Diagnose and troubleshoot technical issues, provide solutions or escalate as needed.
• Become an expert on Vida's programs, client offerings, and features to help customers understand their specific health needs.
• Track and communicate bugs or trending issues to management.
• Report regularly on customer feedback to improve products and processes.
• Assist Tier 2 Support and management with special projects.

Requirements:

• 1-2 years of customer support experience in a fast-paced technology company.
• Open availability to work on weekends and some holidays.
• Comfortable handling technical and non-technical cases.
• Positive and optimistic personality.
• Excellent listening, problem-solving skills, and a passion for helping people.
• Strong written and oral communication skills; explain technical problems/solutions to non-technical audiences.
• Strong time management, organization, and prioritization skills.
• Empathy and a desire to learn and grow.

Compensation: $40,000 - $40,000 a year

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