Customer Support Specialist (Level 1)

Who we are:

MiResource helps connect people to the right mental healthcare for their unique needs. We are the first solution to empower our healthcare system with the infrastructure it needs to expertly connect people to the right support. We are building a global network of mental health providers in one comprehensive platform. We believe that deciding to get help is a big first step and finding that right care should be easy. We are here to make that happen.

Whether someone wants to proactively manage stress or get help for their first psychotic episode, MiResource guides people to the right care at the right time.

We are a female-founded company, backed by investors like Tim Draper, Blue Cross and Blue Shield of Kansas, What if ventures, and the One Mind Institute. Our research is funded by the National Institutes of Mental Health. We have partnered with over 45 university health systems like Duke, University of Virginia and more to build a mental health provider network of over 5,000, helping over 100,000 people find and connect with mental health care.

We believe that an inclusive and diverse culture are key components of mental well-being in the workplace and that starts with how we build our own team. If you’re excited about this role, we’d love to hear from you!

Key Role Responsibilities: 

  • Provide phone, email and chat support to all types of customers and address issues as they come up.
  • Working shift: 9am to 5pm EST (remote)
  • Can independently successfully resolve tickets in a timely manner according to SLA.  
  • Ability to report on basic analytic requests using the MiResource admin panel. 
  • Attend Business Development team requests in a timely manner. 
  • Generate invitations and new databases for customers. 
  • Document and escalate technical issues along with following up until resolution and further communication to the customer.
  • Create documentation and customer support materials such as playbooks, videos and FAQs articles.
  • Clear and effective communication skills.
  • Good organizational skills. Taking ownership of support issues and seeking closure ensuring all relevant support procedures are followed. 
  • Escalation of more complex issues to the relevant support team member or product team, providing clear, concise and actionable information.
  • Showing a good understanding of the functional components of MiResource software platform.

Requirements:

  • Fluent in English
  • Fluent in Spanish
  • 1+ year of experience in a Customer Support role
  • Go-getter attitude, ability to deal with ambiguity and operate independently in a fast-paced environment
  • Love being the first line of support and troubleshooting issues
  • Strong problem solving and communication skills

Company Benefits:

  • We’re building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team
  • We’re welcome new ideas and allows you to make an immediate impact on the team
  • Flex PTO for any reason, including sick days (no specified limits), flexible work schedule;
  • Trainings, certifications, conferences;
  • Reimbursable health and wellness expenses;
  • Remote work;

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