Technical Support Representative

Job Details

Level: Experienced.

Job Location:

Idaho - Rexburg,  Type:
Full Time. Salary Range:
Undisclosed.

Activated Insights, a Software-as-a-Service (“SaaS”) leader in long-term and post-acute care, has opened a new Technical Support Representative seat to support our company’s growth and operational efficiency.

Founded in 2008, Activated Insights is a software company serving North America’s fastest-growing labor market—long-term and post-acute senior care. As the market leader, our technology, surveys, and training solutions are used by everything from mom-and-pop small businesses to billion-dollar care organizations. Ultimately, our services impact the lives of hundreds of thousands of seniors every year. Today, with over 250 team members, over 7,000 customers that extend into over 23,000 sites of care, our products focus on employee engagement, ongoing education, resident and patient satisfaction surveys, and reputation management tools.

• We are at the heart of the healthcare industry's most dynamic sector, with an ever-growing demand for post-acute care and long-term care to address the fastest growing segment of the US population.
• Our bond with healthcare providers draws compassionate, service-driven team members, fostering a spirited, collaborative culture aligned on our mission to deliver exceptional experiences for our employees, our customers and the people in their care.
• A high performing executive leadership team with success in both public and PE companies, primarily in high-growth companies focused on the long term and post-acute care market.
• Backed by a private investment firm with 40+ years of experience forging lasting partnerships across the healthcare industry.

As the Technical Support Representative at Activated Insights, you will play a pivotal role in ensuring our clients have a seamless and positive experience with our software solutions. You will be the first point of contact for customers seeking assistance, troubleshooting technical issues, guiding them through system functionalities, and escalating more complex concerns to the appropriate internal teams.

• Directly report to the Customer Support Manager
• Develop a strong understanding of all support related technical processes
• Help maintain and develop clear, in-depth documentation of internal processes
• Work independently and with a team of Customer Support Representatives to support our customer base
• Display a strong commitment to the success of Activated Insight customers, going above and beyond to deliver top-notch service at every touchpoint
• Communicating with customers over the phone, email and sometimes video calls
• Answering questions with an in-depth understanding of the company’s products or services
• Respond to inquiries from customers in a timely manner
• Communicate across teams internally to get answers for customers and other team members
• Work between many different software’s and systems to assist customers
• Assist Customer Support Manager with training

• Strong technical aptitude and computer literacy
• Strong problem-solving skills
• Work independently and as a member of a team
• Effective time management skills, including the ability to manage multiple projects simultaneously, prioritize effectively and meet deadlines
• Excellent organizational skills and attention to detail
• Excellent interpersonal and customer service skills
• Open minded, resilient, and flexible
• Great communication abilities, including written and verbal communication
• Patience, empathy and professionalism
• Full time work schedule
• Able to work in our Rexburg, Idaho office

• 1+ years of professional experience in customer service
• Deep understanding of information technology processes
• Self‑motivated, driven and a positive attitude are a must
• Confident, with strong interpersonal skills and a true team player
• Prolonged sitting at a desk and working at a computer

• Full time, 40 hours each week
• Monday through Friday, core business hours of 8:00 AM to 5:00 PM locally with occasional flexibility for collaboration across time zones or to meet critical deadlines.