[Hiring] Product Support Associate @Equip Health

Role Description

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 bachelor's 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.

Requirements

• 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.

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.
• Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!
• HealthJoy, a 100% employer-paid platform connecting you to a healthcare concierge who can help you navigate your benefits.
• 401K Option!
• Company Laptop.