Product Support Associate (Temporary) at Equip

Job description

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 and treatment approach at 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 as one of the most influential companies of 2023, along with awards from Linkedin and Lattice , 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. 401K Option! Other Benefits Work From Home Additional Perks: $50/month stipend added directly to an employee’s paycheck to cover home internet expenses. 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. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, s