Tech Support Representative

Join our winning team, recently honored as #67 on Forbes’ list of America’s Best Startup Employers for 2024 !

The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers.

The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.

At THB, we define our company culture through our Core Values:

• Quickly iterate through solutions - We move at a fast pace which requires quick iterations to find a path to a repeatable solution
• Seek ways to create immediate impact - Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast, positive impact.
• Bee the teammate you want to work with - We work as a team, help each other and encourage each other
• Ask questions, answer questions - You can't iterate through solutions if you don't ask the right questions which is why there is an expectation that questions should be asked. When you know the answer, being a good teammate means chiming in to get others up to speed.
• Take the time to celebrate wins - It's so easy for a team that is heads down to forget about all the great things they've accomplished. That's why we make it a priority to remind ourselves to create space to celebrate wins, big or small.

Job Summary:

As a Tech Support Representative, you will be responsible for inventory management, device configurations, remote device management, user account management, and providing technical training and support to our remote and in house workforce.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Resolve Technical Support Escalations: Efficiently address and resolve technical support tickets escalated by the team, ensuring timely solutions to complex issues.
• Communication and Tracking: Maintain thorough follow-up and tracking of all requests, providing status updates via electronic communications, including the ticketing system, email, Slack, phone, and video chat.
• Device Troubleshooting: Diagnose and troubleshoot issues with Windows, macOS, and iOS devices, including computers and iPads, to ensure optimal performance.
• Device Management: Utilize Microsoft InTune for comprehensive device management, including deploying new devices, managing user accounts, and maintaining security protocols.
• User Account Administration: Set up and deactivate user accounts across various applications, ensuring accurate database management for user access.
• Logistics Management: Coordinate the shipment and tracking of devices to and from users, ensuring timely delivery and receipt.
• Documentation and Knowledge Sharing: Create and maintain detailed documentation for common issues and solutions, contributing to the team's knowledge base.
• Training and Support: Provide training and support to end-users on new technologies, best practices, and troubleshooting techniques.
• Continuous Improvement: Identify and suggest improvements to processes, tools, and systems to enhance the efficiency and effectiveness of technical support operations.
• Other duties as assigned/necessary

Performance Metrics:

• Ticket Management
• Response and Resolution Time
• Customer & Employee satisfaction and engagement surveys within the support team.
• Adherence to quality standards and processes.
• Adherence to Compliance and Security Standards:
• Compliance audit results and findings related to support operations.
• Adherence to data protection and privacy regulations (e.g., GDPR, HIPAA) in support activities.

Required Skills/Abilities:

• Ability to thrive in a fast paced environment where tasks change quickly
• Possess and demonstrate strong communication and interpersonal skills
• Ability to multitask, think on your feet and prioritize under pressure
• Comfortability in reporting and being held accountable to metrics
• Strong passion for helping others and problem-solving
• Desire to create and document workflow process for end users as well as our IT support team.
• Must be proficient in computers and willing to learn new computer programs and processes
• Must be 18 years of age or older
• Education and Experience:
• High school diploma or equivalent preferred
• 2+ years of relevant experience in a similar role
• Previous experience with device configuration deployment, device management, and user account management.
• Experience in the healthcare industry is a plus!

Physical Requirements:

• Ability to commute to and from The Helper Bees office and other various locations for shipments and device procurement as needed. 
• Ability to remain at your designated workstation for the duration of the workday
• Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• The ability to observe details at close range (typically on a computer screen)
• Must be able to lift 15 pounds at times.
• This position is a hybrid role and will require the candidate to be in The Helper Bees physical office multiple times each week, and during special events as needed. During remote work days, this position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our team's success.

The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds.

The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know.

As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.    

The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit thehelperbees.com/careers to view all current job openings.