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 Equisters 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.
As a Product Support Analyst II, you will play a pivotal role in supporting our Product & Technology team, ensuring that all support inquiries are handled with care. You will be responsible for helping drive a seamless, considerate, and efficient product experience for our patients, families, and providers. From creating processes, to driving metrics and insights from our customers back to the technology team, to building workflows in our Salesforce platforms, your impact on Equip will greatly enhance our user experience. The person in this role needs to be comfortable with ambiguity, putting some order to chaos, and advocating for our customers. Additionally, you will take on the critical role of maintaining our Salesforce site as a system administrator, ensuring seamless operation and optimal utilization of this platform. The ideal candidate will possess a background in customer service, coupled with a keen interest in mastering Equip’s platform. They should exhibit a capacity for delving into, comprehending, and explaining technical details to both technical and non-technical individuals with clarity and ease. Ability to work 9am-6pm PT required.
Responsibilities
- Product Support
- Provide prompt, courteous, and efficient support to customers experiencing product issues or seeking assistance with our software.
- Understand customer issues and analyze the problems through a systematic, troubleshooting approach.
- Escalate unresolved issues to the appropriate internal teams and ensure follow-up until issues are resolved.
- Salesforce Administration:
- Assist in the administration of the Salesforce environment; responsibilities include customizing and implementing profiles, roles, security settings, sharing rules, applications, and object customizations.
- Work closely with the Clinical Partnership Team to define and implement functional, technical, and data solutions.
- Collaborate with consultants on complex upgradesConduct data clean-up, extraction, and data load tasks as needed.
- Continuous Improvement:
- Continually improve support processes and tools to enhance customer satisfaction and internal efficiencies.
- Keep abreast of Salesforce releases, features, and best practices to make recommendations for process and application improvements.
Job Requirements
- 4+ years product applications support experience
- Ability to work 9am-6pm PT
- 2-3 years of Salesforce Admin experience required
- Salesforce Administrator Certification Preferred
- Strong problem-solving and analytical skills.
- SQL experience preferred.
- Exceptional communication and interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Ability to work independently and in a team-oriented, collaborative environment
- Familiarity with Salesforce.com’s SOQL and SOSL, Apex, Visualforce, and Lightning Components is a plus.
- Occasional nights and weekends support as business requires
Compensation and Benefits:
Equip offers competitive compensation and benefits programs as well as, career development opportunities, and exciting team retreats to ensure community and connection. The Talent Acquisition team will provide candidates with our benefit guide and share compensation information beyond posted bands. Below we have highlighted a list of some of our most popular benefits.
Short and long term incentives, including yearly bonus potential
Remote work from home
Flexible PTO & Leave programs
Health, dental, and vision insurance
Wellness and reproductive care programs
401k retirement savings plan
Home office set-up stipend
Co-working monthly stipend
Equal Employment Opportunity:
At Equip, we believe that our diverse perspectives are our biggest strengths — and that embracing them will create real change in healthcare. As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sexual orientation, gender identity, gender expression, familial status, age, weight, disability and/or any other legally protected classification protected by federal, state, or local law.
