Technical Support Specialist

Join Eleos Health: Make a Real Difference in Behavioral Healthcare

At Eleos Health, we’re passionate about transforming behavioral healthcare by empowering clinicians with data-driven insights and personalized tools. We believe everyone deserves access to effective mental health support, and we’re building the technology to make that a reality. We are seeking a talented and passionate Technical Support Specialist to join our growing team.

The Opportunity: Technical Support Specialist

As a Technical Support Specialist, you’ll be a vital part of our Customer Success team, ensuring our users have an exceptional experience with our platform. You will be responsible for providing hands-on support, resolving technical challenges, and advocating for our customers’ needs. This role offers the unique opportunity to build a world-class technical support function within a company that’s making a tangible difference in people’s lives.

Your Contribution:

• Provide exceptional customer support through email, chat, and Zoom, addressing complex inquiries with empathy and expertise.
• Ensure timely and satisfactory resolution of customer issues, exceeding expectations and fostering trust.
• Help develop and refine support processes and workflows to optimize efficiency and enhance the customer experience.
• Identify, reproduce, and meticulously document technical issues for effective bug reporting and resolution.
• Create and maintain a comprehensive knowledge base and self-help resources to empower both internal and external users.
• Collaborate closely with Customer Success and R&D teams to drive product improvements based on customer feedback.
• Serve as a point of escalation for complex technical troubleshooting, providing in-depth analysis and innovative solutions.

Who You Are:

You’re a problem-solver with a passion for helping others. You thrive in a fast-paced startup environment and excel at delivering exceptional customer support. You possess strong communication skills, a keen eye for detail, and a proactive approach to resolving technical challenges. You’re driven, organized, and eager to make a meaningful impact on the future of behavioral healthcare.

Qualifications & Skills for Success:

• 3-5 years of experience in a customer support role, with at least 2 years focused on technical support.
• A proven track record of delivering outstanding customer support and successfully resolving complex issues.
• Exceptional organizational and time management skills, with the ability to prioritize tasks effectively.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and concisely.
• Ability to collaborate effectively with cross-functional teams to achieve shared goals.
• Experience with support ticketing systems and CRM tools.
• Familiarity with SaaS products and technical troubleshooting methodologies.
• Ability to adapt and thrive in a rapidly evolving startup environment.
• Ability to work 9-6pm PST hours.

Bonus Points:

• A passion for the healthcare or behavioral health industry.
• Experience in Customer Success.

Why Join Eleos Health?

• Impactful Work: Contribute to a product that positively impacts the lives of thousands every day.
• Amazing Team: Collaborate with a passionate and driven team committed to transforming behavioral healthcare.
• Competitive Compensation: Enjoy a competitive salary (base pay range: $60,000-$80,000 per year, dependent on experience and location).
• Comprehensive Benefits: Benefit from wide and generous health benefits, significant equity, and a 401(k) plan with a 4% match.
• Flexible Work Environment: Embrace a fully remote work environment with flexible PTO and additional mental health days.
• Growth Opportunity: Play a key role in shaping the future of therapy through innovative technology.