Customer Support Representative

About Us

Activated Insights, a Software-as-a- Service (“SaaS”) leader in long-term and post-acute care, has opened a new Customer Support Representative seat to support our company’s growth and operational efficiency.

Founded in 2008, Activated Insights enhances patient outcomes through top-tier online training for post-acute and residential living providers. Today, with over 250 team members, over 7,000 customers that extend into over 23,000 sites of care, our products focus on employee engagement, ongoing education, resident and patient satisfaction surveys, and reputation management tools.

What Sets Activated Insights Apart

• We are at the heart of the healthcare industry's most dynamic sector, with an ever-growing demand for post-acute care and long term care to address the fastest growing segment of the US population.
• Our bond with healthcare providers draws compassionate, service-driven team members, fostering a spirited, collaborative culture aligned on our mission to deliver exceptional experiences for our employees, our customers and the people in their care.
• A high performing executive leadership team with success in both public and PE companies, primarily in high-growth companies focused on the long term and post-acute care market.
• Backed by Cressey & Company, a private investment firm with 40 years of experience forging lasting partnerships across the healthcare industry, Cressey is one of the most experienced and successful partners in healthcare private equity.

Position Overview

Activated Insights is seeking a dedicated and skilled Customer Support Representative to join our team. In this role, you will develop a comprehensive understanding of our technical support processes and assist with higher-tier technical support cases. The ideal candidate will have a strong grasp of our products and services, enabling them to provide expert-level assistance to our customers.

Key Responsibilities

• Report directly to the Customer Support Manager.
• Develop a thorough understanding of all technical support processes.
• Assist in maintaining and enhancing clear, detailed documentation for internal procedures.
• Collaborate with fellow Customer Support Representatives to support our customer base.
• Display a strong commitment to the success of Activated Insights’ customers, consistently delivering top-tier service at every touchpoint.
• Communicate with customers via phone, email, and occasional video calls.
• Answer inquiries with a deep understanding of the company’s products and services.
• Respond to customer inquiries in a timely and professional manner.
• Collaborate with internal teams to gather information and resolve customer issues.
• Navigate various software and systems to assist customers efficiently.
• Support the Customer Support Manager in training new team members.

Required Skills

• Strong technical aptitude and computer literacy.
• Excellent problem-solving abilities.
• Ability to work independently and as part of a team.
• Effective time management skills, including the ability to manage multiple projects, prioritize tasks, and meet deadlines.
• Exceptional organizational skills and attention to detail.
• Excellent interpersonal and customer service skills.
• Open-minded, resilient, and flexible.
• Strong written and verbal communication skills.
• Patience, empathy, and professionalism.
• Ability to maintain a full-time work schedule.
• Must be able to work in our Rexburg, Idaho office.

Experience And Qualifications

• 1 years of professional customer service experience.
• Strong understanding of information technology processes.
• Self-motivated, driven, and maintain a positive attitude.
• Confident and possess strong interpersonal skills; a true team player.
• Ability to sit for extended periods at a desk and work at a computer.

If you are passionate about providing exceptional customer support and have the technical skills to match, we encourage you to apply for this rewarding role with Activated Insights.