*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:

 

  • Identify, triage, and resolve technical and user-related technology and systems 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
    • Resolve login, account, and user-related technology and systems problems  
  • Liaise with third party technology service vendor as needed 
  • Communicate resolution timeline, status and interim protocols to internal clients during technical incidents 
  • Identify issues within the department and create ideas to mitigate any possible issues in the future
  • Take ownership of reported trouble tickets and see problems through to resolution
  • Leverage internal and external resources to identify, troubleshoot, and resolve customer issues
  • Provide prompt, honest, and accurate responses to customers
  •  Contribute to internal documentation, including knowledgeable articles, videos, and white papers
  • 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
  • 1+ year of professional technical support /help desk experience in a similar role is preferred
  • Possess a basic/good understanding of IT, Networking, Systems
  • Completes some technical Certifications, Associates or 4-year degree is beneficial but NOT required
  • Proven ability/desire to provide world class customer service
  • Possess solid technical troubleshooting skills
  • 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 Jira and Zendesk a plus 

 

About You:

  • A customer first service mindset
  • Quickly make low-level decisions while being patient and methodical with high-level ones.
  • Curious, love to learn and to dig into new technologies, and can pick them up quickly
  • Bachelor’ s degree and 1+ 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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