Product Support Associate (Temporary)

About Equip

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes https://equip.health/outcomes and treatment approach at www.equip.health. http://www.equip.health

Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equipsters that have created Equip’s culture. Recognized by Time https://time.com/collection/time100-companies-2023/6285207/equip/ as one of the most influential companies of 2023, along with awards from Linkedin https://www.linkedin.com/pulse/linkedin-top-startups-2022-50-us-companies-rise-linkedin-news/ and Lattice https://lattice.com/blog/announcing-the-2023-finalists-for-lattices-people-success-awards, we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.

Employment Type: Full-Time hourly, temporary assignment (40 hours/week for 6 months)

Working Hours: Monday-Friday 9am-5pm CST in 2026, Tuesday-Saturday 9am-5pm CST in 2027

Hourly Rate: $28.80

Responsibilities

- Provide prompt, courteous, and efficient support to internal or external users experiencing product issues or seeking assistance with our software.

- Investigate and troubleshoot software and platform-related problems reported by users via various channels (phone, email, chat, etc.).

- Assist users with hardware and software troubleshooting.

- Escalate unresolved issues to senior team members or other internal teams as appropriate, ensuring follow-up until issues are resolved.

- Consistently document issues and resolutions within the product support ticketing system.

- Perform other duties as assigned.

Qualifications

- Associates or bachelors degree or equivalent experience.

- Ability to work 9am-5pm CST. Potential for additional hours based on business need.

- Excellent verbal and written communication skills.

- Strong customer-service orientation including professional interpersonal skills and the ability to effectively collaborate with external and internal stakeholders.

- Demonstrate ability to consistently follow processes, reflecting a strong attention to detail.

- Quick learner with a strong interest in mastering new technologies, including Equip’s platform and best practices in product support.

- Comfortable with ambiguity and ability to think critically to quickly and accurately work through challenges in a fast-paced, fluid environment.

- Participate in after-hours or weekend support as needed to meet business demands.

Core Benefits:

- Competitive Medical, Dental, Vision

- Equip pays for a significant percentage of benefits premiums for individuals and families.

- Spring Health, a 100% employer-paid mental health benefit through Guardian.

- You can receive 5 free therapy sessions and 5 free coaching sessions per year for you and each of your dependents.

- Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!

- HealthJoy, a 100% employer-paid platform connecting you to a healthcare concierge who can help you navigate your benefits.

- 401K Option!

Other Benefits

- Company Laptop.

Physical Demands

Work is performed 100% from home with no requirement to travel. Must be able to remain in a stationary period for prolonged periods at a desk or workstation, with the option to alternate between sitting and standing as needed. Must