Customer Support Representative

About Us

Activated Insights, a Software-as-a-Service (SaaS) leader in long-term and post-acute care, is growing our Customer Support team to help clients get the most out of our technology. 

What Sets Activated Insights Apart:  

1. 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. 
2. 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. 
3. 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.  
4. Backed by a private investment firm with 40+ years of experience forging lasting partnerships across the healthcare industry.

Why This Role is Special?

As a Customer Support Representative at Activated Insights, you’ll be the first point of contact for clients who need assistance, whether it’s troubleshooting an issue, navigating our software, or answering questions about their account.  

Your goal is to ensure every customer receives a smooth, positive support experience. You’ll combine your customer service skills with light technical troubleshooting to help users navigate our software, answer questions, and resolve issues quickly. 

This position is all about supporting people, solving problems, and ensuring our clients feel confident and cared for at every stage of their journey. 

Key Responsibilities:

• Serve as the first point of contact for customers via phone, email, and occasional video calls. 
• Provide friendly, knowledgeable assistance to help customers use our products effectively. 
• Troubleshoot basic software issues and escalate complex technical problems to the appropriate team. 
• Communicate with internal teams to find solutions for customers. 
• Document customer interactions and solutions in our support systems. 
• Assist the Customer Support Manager with onboarding and training initiatives. 
• Maintain a positive, professional attitude in every interaction. 

Required Skills & Qualities:

• 1+ years of professional experience in customer service, help desk, call center, or client support. 
• Comfort using technology and learning new software. 
• Ability to troubleshoot basic account and software issues. 
• Strong problem-solving and critical-thinking skills. 
• Excellent verbal and written communication skills. 
• Patience, empathy, and professionalism under pressure. 
• Strong organizational and time-management skills. 
• Positive, team-oriented attitude. 

Schedule:

• Full-time, 40 hours per week. 
• Monday–Friday, 8:00 AM–5:00 PM local time, with occasional flexibility for collaboration across time zones. 
• Onsite in our Idaho Falls, ID office.