Associate Technical Support Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $18 - $31 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

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Hinge Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

🧘 Wellness

🤝 B2B

☁️ SaaS

💰 $400M Series E - Hinge Health on 2021-10

Wellness • B2B • SaaS

Hinge Health is a digital health company that provides virtual musculoskeletal (MSK) care, including guided physical therapy, pelvic floor therapy, and a dedicated care team (physical therapists, health coaches, orthopedic specialists) supported by AI-driven tools and 3D motion tracking. It offers an app-based care experience and an FDA-cleared wearable (Enso) for drug-free pain relief, serving both individual patients and enterprise clients such as employers and health plans with value-based contracting and ROI-focused programs.

📋 Description

• Develop foundational knowledge of Hinge Health products, common technical challenges, and troubleshooting techniques through structured onboarding and shadowing. • Begin handling member inquiries via phone, email, and chat under guidance, consistently meeting quality and response-time standards. • Build relationships with teammates and cross-functional stakeholders to understand escalation paths and resolution workflows. • Independently diagnose, investigate, document, and resolve member problems related to Hinge Health hardware and software products. • Conduct thorough root cause analysis and contribute insights to improve knowledge-base articles and troubleshooting guides. • Consistently meet key organizational metrics for quality, productivity, and member satisfaction. • Serve as a reliable resource for peers on complex troubleshooting scenarios, helping elevate the team's collective capability. • Proactively identify recurring technical patterns and recommend process improvements to reduce member friction. • Demonstrate mastery across all support channels, contributing to a best-in-industry member experience.

🎯 Requirements

• 1+ year of technical troubleshooting, IT help desk, or software/hardware support experience. • Excellent written and verbal communication skills with a member-facing orientation. • Demonstrated ability to multitask across phone, email, and chat queues effectively. • Proficiency in conducting root cause analysis for technical issues and strong analytical/problem-solving skills. • Flexibility with schedule — work hours based on business needs and may include nights and weekends. • Ability to work effectively in a remote environment with excellent punctuality and proactive communication.

🏖️ Benefits

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live. • Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match. • Modern life stipends: Manage your own learning and development