Technical Support Associate; Click Digital Care
Title Analyst, Quality Management Systems
Location TriBeCa, New York City, United States
Who We Are
Click Therapeutics, Inc. develops and commercializes software as prescription medical treatments for people with unmet medical needs. Through cognitive and neurobehavioral mechanisms, Click’s Digital Therapeutics™ enable change within individuals, and are designed to be used independently or in conjunction with biomedical treatments. The Clickometrics® adaptive data science platform continuously personalizes user experience to optimize engagement and outcomes. Following a groundbreaking clinical trial, Click’s industry-leading smoking cessation program is available nationwide through a wide variety of payers, providers, and employers. Click’s lead prescription program is entering into a multi-center, randomized, controlled, parallel-group, phase III FDA registration trial for the treatment of Major Depressive Disorder in adults. Major pipeline expansion and progression is in process.
About the Role
We are looking for a Technical Support Associate on Click’s newly formed Digital Care team tor resolve issues and answer questions from a wide variety of patients and partners with respect to our leading digital therapeutic products during clinical trials and commercialization via email, phone and chat. This is no ordinary tech support role—this is playing an integral part in a ground-breaking clinical trial and supporting industry-leading product commercialization. The Technical Support Associate functions as a strategic advisor and project manager internally, looking for prevailing issues that impact our patients and partners, ensuring tickets don’t miss SLA, while also synthesizing incident details and determining severity, all while working in a dynamic team environment, with the goal of ensuring a top-notch experience with Click’s digital therapeutic programs.
This is a highly visible, creative, and agile role within a rapidly growing pre-IPO company in a nascent and fast-growing space. The role will be located in our trendy TriBeCa HQ, includes great benefits, and is an excellent wealth-building/equity opportunity for the right individual.
Responsibilities
- Provide technical support via email, chat and phone to patients during a phase III clinical as well as users of Clickotine®, a best-in-class fully digital smoking cessation program
- Be a subject matter expert and ensure knowledge is bridged / shared with the broader commercial team so the team is always prepared to support patients with the latest knowledge
- Maintain spotless documentation via Zendesk of all communication and activity
- Respond to escalated inquiries and complaints in a timely manner that ensure tight SLA compliance
- Appropriately categorize issues that come in and immediately report issues to appropriate parties
- Identify and execute additional projects and processes to improve the patient experience and the patient support process
- Collaborate and share user feedback with internal Product, Engineering, and other cross-functional colleagues to enhance ongoing product development efforts
- Collaborate with Click’s Commercial Team to grow business within the client portfolio and support with client launches
Qualifications
- 4-year degree with a strong academic background
- 0-2 years of experience working as a technical support, customer care or operations specialist, preferably within a startup
- Experience interfacing and interacting with customers (ideally in a clinical setting – healthcare knowledge a plus)
- Experience troubleshooting technical issues
- Ability to communicate issue status in a timely manner both internally and externally
- Ability to explain technical concepts to non-technical individuals
- A love for process efficiency, and a drive to improve process through problem analysis, testing, iteration and validation
- Flexibility and agility to work cross-functionally in a fast-paced environment
- Strong results focus, with a passion for finding smarter, better ways to achieve goals
Preferred Qualifications
- Experience using Enterprise software such as Zendesk, Jira, and Salesforce
- A 4-year degree in a problem-solving field such as mathematics or computer science
- Programming experience in any language a big plus
Benefits
Stock options | Competitive salary with annual review | 401(k) matching | Annual performance-based cash bonus | Comprehensive medical benefits through Aetna | Flexible Spending Accounts | Life insurance and disability benefits | Open vacation policy / unlimited PTO | Generous paid parental leave | Commuter subsidies | Monthly catered lunches | Choice of Mac, Windows, or Linux equipment | Sponsored company events | Free, unlimited office snacks and beverages | Much more…
Equal Employment Opportunity
Click Therapeutics is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Click Therapeutics also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Click Therapeutics in the U.S. In certain circumstances it may be advantageous to Click Therapeutics to support the application(s) for temporary visa classification and/or sponsor applications for permanent residence so that a foreign national colleague can accept or remain in a work assignment in the U. S. For certain classes of temporary visas, the resulting work authorization may be specific to Click Therapeutics and the specific job and/or work site. Click Therapeutics may at its business discretion decide to or refrain from obtaining, maintaining and/or extending the temporary visa status and/or sponsoring a colleague for permanent residency and /or employment eligibility, considering factors such as availability of qualified U.S. workers and the colleague's long-term prospects for securing lawful permanent residence, among other reasons. Employment applicants requiring immigration sponsorship must disclose, when initial application for employment is made, whether or not they are legally authorized to work for Click Therapeutics in the U.S. and, if so, whether that authorization permits them to work in the job they seek. In no case should Click Therapeutics support of a colleague's temporary visa application or sponsorship of a colleague for permanent residence be construed to guarantee success of that application or amend or otherwise invalidate the "at-will" employment relationship between the colleague and Click Therapeutics.