• Technical troubleshooting or IT help desk experience (minimum one year), with exposure or focus on RMA/ Logistics processes.
• Excellent and well-rounded member-facing as well as internal stakeholder-facing communication skills.
• Strong analytical and problem-solving skills and the ability to think critically in high-pressure situations.
• Ability to prioritize tasks along with excellent time management skills.
• Proficiency in conducting thorough root cause analysis for technical issues.
• Confidence with multitasking - managing multiple communication channels efficiently along with processes and workflows simultaneously.
• Experience with customer support tools (e.g. Zoom, Freshdesk, Zendesk, Salesforce) to resolve technical issues and/or process returns and replacements for end users.
• Experience with mobile and/or data management tools (e.g. Mixpanel, Linear, Tableau, Auth0, Esper MDM) to properly diagnose and troubleshoot technical issues.
• Flexibility with your schedule. Your work hours will be based on business needs and may include nights and weekends although the role doesn’t currently include nights or weekends.
• Able to effectively work in a remote environment and be depended on for excellent punctuality and proactive communication.
• Healthcare background, and/or previous healthcare tech experience.
• Prior experience in a dedicated Internal Help Desk, Care Hub support, or Internal Tools support role.
• Familiarity or experience adhering to PHI/PII compliance standard for health care users.
• Logistics experience with medical devices & hardware.
• Experience with Supply Chain management system(s).