Tier I Technical Support Lead

*This is a remote position*

Today, 1 in 3 Americans say they suffer from mental health problems like anxiety, depression, or insomnia. Despite this mental health epidemic, seeing a psychiatrist can take up to 3 months and cost as much as $500.

Shocked? Us too. That's why we started Cerebral, a telemedicine-first mental health startup. We are breaking down the barriers to access to mental healthcare so that anybody can get the care and meds they need. We launched publicly in January 2020 and are growing at over 40% month-over-month.  We need your help to keep growing at a dizzying pace!

How you will contribute:

  • Own and build Cerebral’s Tier 1 technical support team to identify, triage, and resolve technical and user-related issues for clinicians and HQ staff , including: 
    •  Efficiently prioritize incident and service request tickets in alignment with defect prioritization system 
    • Troubleshoot simply  technical issues with standard and custom applications
    • Escalate issues and incidents to engineer team for additional support as necessary
    • Develop protocols and lead a team to respond to and resolve login, account, and user-related technology and systems problems  
  • Lead communications with operations and internal clients during technical incidences 
  • Liaise with third party technology service vendor as needed 
  • Build out company wide technology support services and reference materials
  • Create reports to ensure that the team is utilizing data efficiently and meeting support service level expectations 
  •  Demonstrate good judgment, decision making, and team-building skills within the assigned team
  • Create ideas to mitigate any possible issues in the future
  • Monitor employee performance, identify issues, and document tips and training forms for each team member
  • Motivate your team to exceed expectations and daily goals
  • Responsible for team's overall production and retention
  • Performs other duties that may be assigned

Skills you’ll bring:

  • Curious, love to learn and to dig into new technologies, and can pick them up quickly
  • Experience maintaining Google Suite, Slack, and other applications
  • Clear vision about how to build a world class Tier I support team
  • Team-oriented and collaborative, capacity to mentor junior team members
  • Knowledge of technology related HIPAA regulations
  • Proven Customer Service skills including the ability to focus on building customer relationships and responding to customer needs.
  • Strong coaching and feedback skills.
  • Ability to instill a sense of urgency and be able to motivate the same sense of urgency in those under his/her leadership.
  • Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multitask
  • Experience in customer support and technical platforms like Zendesk and Jira 

About You:

  • A customer first service mindset
  • Quickly make low-level decisions while being patient and methodical with high-level ones.
  • Command the room amongst the smartest and diverse set of individuals
  • Curious, love to learn and to dig into new technologies, and can pick them up quickly
  • Bachelor’ s degree and 5+ years in technical support and/or customer service. Additional training, technical certification, and/or years’ experience may be substituted in lieu of a degree
  • Must be a U.S. Citizen

Benefits:

  • Top quality healthcare, dental, and vision plans
  • Remote working (work from anywhere!) 
  • Monthly happy hours
  • 401K 
  • Unlimited PTO policy

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