Support Analyst @ SpectrumAi

About the Company

SpectrumAi develops innovative solutions for life-changing therapies. We are engineers and clinicians, entrepreneurs and operators. And we have a shared passion to solve difficult problems. This is an opportunity to join a mission-driven digital health company that is changing the field of Applied Behavioral Analysis. We’re looking for talented, dynamic and caring people to join our growing organization that celebrates creativity and thrives on problem solving. We’re looking for rockstars for whom the sky isn’t the limit.

SpectrumAi is seeking a dedicated and proactive Support Analyst to join our dynamic team. The ideal candidate will excel in delivering outstanding customer service, managing support tickets via ZenDesk, and troubleshooting technical issues. This role includes regular QA testing of our clinical product, contributing to release documentation, and ensuring precise tracking and resolution of support tickets. Experience with ABA documentation systems is preferred. You will collaborate with product, engineering, and implementation teams to enhance the overall customer experience and to aid in the ongoing training of BCBAs and BTs. This is a remote position with dedicated support hours for coverage.

Key Responsibilities

Understand Clinical Workflows: Gain a thorough understanding of clinical workflows within ABA and how clients utilize SpectrumAi’s products.
Customer Support: Respond promptly to user support requests through ZenDesk, handling general inquiries, feature requests, and technical issues.
Troubleshoot Issues: Analyze and report product issues or concerns to the product team.
Quality Assurance: Conduct regular QA testing of Twyll, our clinical product.
Documentation: Assist in writing release documentation and maintain detailed records of client interactions and transactions.
Issue Resolution: Direct or escalate unresolved issues to the appropriate resources, ensuring timely resolution.
Training: Assist in the training of BCBAs and BTs and maintain and update training documentation.
Collaboration: Work with product, engineering, and implementation teams to improve issue resolution time and overall customer experience.

Key Competencies

Communication: Excellent written and oral communication skills.
Technical Proficiency: Working knowledge of help desk software like ZenDesk.
Analytical Skills: Strong analytical and problem-solving capabilities.
Customer Relationship Management: Experience in customer relationship management and best practices.
Multitasking: Ability to manage multiple assignments with attention to detail and urgency.
Teamwork: Experience working both independently and as part of a team, with effective communication at all levels of the company.

Requirements

2+ years of experience in a technical support or customer service role, preferably in SaaS or healthcare technology.
Familiarity with ABA documentation systems and clinical workflows is preferred.
Familiarity with SQL databases and/or Python is preferred.
Experience with QA testing and writing technical documentation is a plus.
Willingness to travel occasionally to customer locations.
Eligible to work in the U.S. without visa sponsorship.

Special Considerations:

We are ideally looking for a candidate located in Pacific or Mountain timezones or that would be willing to work Pacific working hours.

United States Pay

$70,000—$105,000 USD

Our Commitment To Diversity Equity And Inclusion

At Spectrum AI, Inc., we recognize that our strength and success are directly linked to the quality and skills of our diverse colleagues (the rockstars mentioned above!). We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals.

Therefore, we create an environment that embraces and fosters diversity and inclusion across the company, actively seeking to apply diverse perspectives to ensure products, policies, and programs are relevant for our employees and clients alike. A diversified workforce is an innovative workforce.

Benefits

Best in class benefits
- Health insurance through Anthem BCBS & Kaiser (5 plans to choose from)
- Medical
  - One Medical - offering high-end primary care , same-day appointments and video chat.
  - New and expecting parent support (prenatal & postnatal care and lifestyle management)
- HSA Medical plan
- Vision
- Dental
- Well being benefits offering both EAP & Mental Health
- Virtual care for physical & mental health support
- Life insurance
- Short-term disability
- Long-term disability
- Employee discount program
- Financial support program
- Travel insurance
- Competitive pay
- Equity
- Remote / Work from Home
- Flexible work hours
- Unlimited PTO
- 401k
- Opportunities for growth and professional development
- Working with a community of mission driven rockstars

EEO

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religious affiliation, sex, gender identity, sexual orientation, disability, or any other characteristic protected by law.

At Spectrum AI, Inc., diversity and inclusion means accepting that everyone’s perspective can teach you something. We’re eager to learn.

Notice About Employment Phishing Scams

We ask candidates to be extra vigilant during the job search process, in order to avoid being scammed by someone pretending to be a SpectrumAi employee. Do not provide any kind of personal information, such as relating to your location, age, or financial situation to recruiters who may be impersonating SpectrumAi employees. Just so you know, SpectrumAi will not require you to pay us for interviewing or that you purchase your own work supplies as part of the job search process. If you think someone is pretending to be us, let us know by emailing [email protected].

Compensation Overview

6 month growth

1 year growth

2 year growth

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