Application Support Specialist

At Counterpart Health, we are transforming healthcare and improving patient care with our innovative primary care tool, Counterpart Assistant. By supporting Primary Care Physicians (PCPs), we are able to deliver improved outcomes to our patients at a lower cost through early diagnosis and longitudinal care management of chronic conditions. 

The Application Support Specialist is responsible for providing essential support and configuration assistance for internal teams and users of the AI physician enablement platform, Clover Assistant and Counterpart Health. The specialist prioritizes resolving reported issues quickly to ensure uninterrupted workflow and a positive user experience.

As an Application Support Specialist, you will:

• Deeply understand the functionality of our applications to quickly identify and address user problems, enhancing their ability to use the software effectively.
• Efficiently manage the intake of reported issues, provide accurate diagnoses, and ensure prompt resolution or escalation to the appropriate teams.
• Maintain a comprehensive knowledge base of common issues and their resolutions, providing clear procedural documentation to aid users in resolving problems
• Collaborate with Product and Engineering teams to resolve new bugs quickly and address challenging user requests, ensuring minimal disruption.
• Analyze data and monitor systems to identify root causes of user-impacting issues and implement solutions to prevent recurrence.

Success in this role looks like:

First 90 Days:

• The specialist demonstrates a solid understanding of the core functionalities and key features of both the Clover Assistant and Counterpart Health platforms.
• They can resolve common user and internal team issues efficiently, demonstrating a growing mastery of troubleshooting techniques.

First 6 Months:

• Handle broader range of issues independently with optimized workflows for faster resolution times and stronger cross-team relationships.
• Contribute to documentation improvements and identify recurring issue patterns while suggesting potential solutions.

Long-term:

• Become subject matter expert in specific applications, with focus on root cause analysis and collaboration with technical teams on preventative solutions.
• Leverage support experience to provide strategic feedback and drive improvements in support processes and workflows.

You should get in touch if:

• You have 1+ years of experience in software QA, customer support, or technical support for a web application or SaaS product.
• You have proficiency in different operating systems and browsers, and are familiar with investigating common problems like network issues and cookies.
• You have a demonstrated ability to explain technical concepts to non-technical users.
• You are proficient in determining the cause of web application errors and reproducing them using tools like a browser console.
• You are able to articulate clear, structured steps to reproduce user problems, and have worked with engineers or QA teams in the past.
• You are proficient with Google Applications, GitHub, Zendesk, CRMs (e.g. Hubspot), and SQL.

Benefits Overview: 

• Financial Well-Being: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions.
• Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare.
• Mental Well-Being: We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy. Additionally, we embrace a remote-first culture that supports collaboration and flexibility, allowing our team members to thrive from any location. 
• Professional Development: Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews.

Additional Perks:

• Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
• Reimbursement for office setup expenses
• Monthly cell phone & internet stipend
• Remote-first culture, enabling collaboration with global teams
• Paid parental leave for all new parents
• Reimbursement for office setup expenses
• Monthly cell phone & internet stipend
• Flexibility to work from home, enabling collaboration with global teams
• And much more!

About Counterpart Health: In 2018, Clover Health set out to do something unprecedented: build a clinically intuitive, AI-enabled solution that fits within physicians' workflows to help support the earlier diagnosis and management of chronic conditions.

Years later, that vision is a reality, with thousands of practitioners using Counterpart Assistant during patient visits to improve disease management, reduce medical expenses, and drive success in value-based care.

With an exceptional team of value-based care and technology experts, Counterpart Health is driving value-based care at the speed of software.

Counterpart Health is a subsidiary of Clover Health. From Clover’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, perspectives, opinions, and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employee’s points of view are key to our success, and inclusion is everyone's responsibility.

#LI-REMOTE

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.

A reasonable estimate of the base salary range for this role is $80,000 to $95,000. Final pay is based on several factors including but not limited to internal equity, market data, and the applicant’s education, work experience, certifications, etc.