Product Support Associate (Temporary)

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 be able to operate standard office equipment such as a computer screen and keyboards as well as to exchange accurate information, actively listen, and communicate clearly with colleagues, clients or stakeholders over the phone, via video conferencing, and/or in person.

At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have an Equip DEIB council, Equip For All; also referred to as EFA.

EFA at Equip aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at Equip.

Our dedication to equitable access, which is core to our mission, extends to how we build our "village." In line with our commitment to Diversity, Equity, Inclusion, and Belonging (DEIB), we are dedicated to an accessible hiring process where all candidates feel a true sense of belonging.

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