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26 Feb 2021
Full-Time Software Technical Support
Job Description
Do you enjoy solving problems? Do you like providing a great client experience? If so, read on!
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CIC Health is looking for a technical support specialist who will primarily assist clients and also staff by answering inquiries and utilizing their technical expertise. You will provide remote support, communicating over phone, video chat, and email.
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ABOUT CIC HEALTH
CIC Health is one of the fastest growing healthtech startups in New England and is expanding nationally. We provide COVID-19 testing services to organizations such as schools, colleges, companies, elder care facilities, and others, as well as individual customers. For organizations we integrate CLIA-certified laboratories, physician oversight, result reporting, and billing software. For individual customers we simplify the overall testing experience by making it easy to schedule and pay for your test online. No more waiting in lines. Our testing services are accessible, fast and easy.
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You can learn more about CIC Health offerings here.
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CIC Health is a subsidiary of CIC – learn more below.
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ABOUT CIC
CIC is a global leader in building and operating innovation communities. Founded in 1999 in Cambridge, MA, CIC is one of the first companies to offer flexible office space and coworking options, providing a platform for the world’s most impactful entrepreneurs to innovate better and faster.
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We have locations in Boston, Cambridge, Miami, Philadelphia, Providence, Rotterdam, St. Louis, Warsaw, and Tokyo and are growing into other cities, within the US and abroad. CIC has supported over 6,000 startups, growth companies, and branches of larger organizations, representing for-profit, mission-driven, and non-profit sectors across a wide array of industries.
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CIC co-founded a number of mission-aligned organizations including Venture Café, CIC’s primary non-profit programming partner, and CIC Health, offering COVID-19 testing services to companies and the public.
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We invite you to explore all our openings and learn more about our teams here.
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YOUR DAY-TO-DAY WORK
You will become the first point of contact to our clients resolving their day-to-day software issues, responding to support tickets, phone calls and in-person requests.
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Your potential responsibilities will include:
• Answering inquiries from potential and existing clients in a professional manner.
• Developing and implementing processes that allow the identification of problems early.
• Keeping track of all possible features and CIC Health offerings in order to effectively and efficiently respond to potential inquiries regarding offerings.
• Troubleshooting products by using provided software tools and gathering feedback on provided services.
• Gathering feedback from clients and passing it on while suggesting improvements.
• Working with CIC Health’s Implementation and Public Testing teams in order to maintain the highest quality customer service to users.
• Training staff on CIC Health security policies as well as on the use of hardware and software.
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ABOUT YOU
Our ideal candidate is a service-minded individual who is reliable, clever, and able to work independently. You are an IT enthusiast with experience in a similar role, who enjoys helping others and solving problems. You like dealing with new technical issues and you treat your job as an ongoing adventure. As CIC Health develops over and against the shifting realities of the pandemic, you will demonstrate poise, flexibility, and acuity to make week-to-week adjustments.
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More specifically, as our ideal candidate, you are:
• Able to communicate effectively and clearly to all audiences, and you are able to easily walk clients through a solution.
• Adaptable and able to respond professionally and efficiently to various inquiries regardless of topic.
• Familiar with technical industry knowledge to help clients resolve issues at hand.
• Effective communicator, both in writing and verbally.
• A natural problem solver.
• Patient and personable, providing a positive experience for clients and staff.
• Willing to go the extra mile to deliver excellent customer service.
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YOU HAVE
• A bachelor’s degree or equivalent experience.
• At least 3 years of professional experience in a relevant field.
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If you don’t meet all the requirements or qualifications but bring some other unique skills and experience that would be valuable in this role, please apply and highlight those attributes for us in your cover letter.
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OUR OFFER
• Starting compensation is commensurate with experience, and the structure is straight salary.
• 100% company paid premium healthcare and dental benefits.
• 100% company paid long and short-term disability, and life insurance.
• 401k (must be 21+).
• Three weeks of vacation (more with seniority) plus thirteen holidays from the start.
How to Apply
ATTRACTIONS OF THE JOB
In addition to helping our clients achieve great things, we work to ensure that our employees are healthy and supported. Some of the benefits of being here include:
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• Fun people in a dynamic environment. We pride ourselves on finding driven and bright collaborators who are eager to lend their own unique skills to the team, as well as to our inspiring clientele. The number one reason CICers say they like working here is because of their colleagues!
• Personal growth. This is a great opportunity to learn and develop skills within the epicenter of the innovation community at a growing company.
• Discounted services and memberships on tools to make your life happier/healthier such as gym memberships, tech and design support, hotel stays, and other fantastic options.
• Free weekly COVID-19 testing when required to work on site.
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Apply here: Application Link
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CIC is committed to building teams that reflect the fabric of the cities we support. We welcome all candidates regardless of race, color, ancestry, gender identity or expression, religion, national origin, sexual orientation, age, citizenship, marital status, disability, Veteran status, or any other legally protected status. Any other human expressions and experiences not mentioned here are equally welcome. If you require an accommodation please let us know. We are proud to be an equal opportunity employer.
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