COMMON - A Users Group
Technical Support Representative
COMMON - A Users Group, Rexburg, Idaho, United States, 83440
Job Details
Level: Experienced. Job Location: Idaho - Rexburg, ID. Position Type: Full Time. Salary Range: Undisclosed.
About Us Activated Insights, a Software-as-a-Service (“SaaS”) leader in long-term and post-acute care, has opened a new
Technical Support Representative
seat to support our company’s growth and operational efficiency.
Founded in 2008, Activated Insights is a software company serving North America’s fastest-growing labor market—long-term and post-acute senior care. As the market leader, our technology, surveys, and training solutions are used by everything from mom-and-pop small businesses to billion-dollar care organizations. Ultimately, our services impact the lives of hundreds of thousands of seniors every year. Today, with over 250 team members, over 7,000 customers that extend into over 23,000 sites of care, our products focus on employee engagement, ongoing education, resident and patient satisfaction surveys, and reputation management tools.
What Sets Activated Insights Apart:
We are at the heart of the healthcare industry's most dynamic sector, with an ever-growing demand for post-acute care and long-term care to address the fastest growing segment of the US population.
Our bond with healthcare providers draws compassionate, service-driven team members, fostering a spirited, collaborative culture aligned on our mission to deliver exceptional experiences for our employees, our customers and the people in their care.
A high performing executive leadership team with success in both public and PE companies, primarily in high-growth companies focused on the long term and post-acute care market.
Backed by a private investment firm with 40+ years of experience forging lasting partnerships across the healthcare industry.
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 Insight 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
Able to work in our Rexburg, 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.
#J-18808-Ljbffr
About Us Activated Insights, a Software-as-a-Service (“SaaS”) leader in long-term and post-acute care, has opened a new
Technical Support Representative
seat to support our company’s growth and operational efficiency.
Founded in 2008, Activated Insights is a software company serving North America’s fastest-growing labor market—long-term and post-acute senior care. As the market leader, our technology, surveys, and training solutions are used by everything from mom-and-pop small businesses to billion-dollar care organizations. Ultimately, our services impact the lives of hundreds of thousands of seniors every year. Today, with over 250 team members, over 7,000 customers that extend into over 23,000 sites of care, our products focus on employee engagement, ongoing education, resident and patient satisfaction surveys, and reputation management tools.
What Sets Activated Insights Apart:
We are at the heart of the healthcare industry's most dynamic sector, with an ever-growing demand for post-acute care and long-term care to address the fastest growing segment of the US population.
Our bond with healthcare providers draws compassionate, service-driven team members, fostering a spirited, collaborative culture aligned on our mission to deliver exceptional experiences for our employees, our customers and the people in their care.
A high performing executive leadership team with success in both public and PE companies, primarily in high-growth companies focused on the long term and post-acute care market.
Backed by a private investment firm with 40+ years of experience forging lasting partnerships across the healthcare industry.
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 Insight 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
Able to work in our Rexburg, 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.
#J-18808-Ljbffr