Support, Tech & Analytics Specialist (S&A)

OneStep is an FDA-listed medical app that uses smartphone motion sensors to provide immediate, clinically-validated feedback on gait and mobility. Leading healthcare providers use OneStep to evolve from intermittent, clinic-based care to proactive, data-driven care that extends beyond clinic boundaries. We aim to revolutionize the way the world understands human motion — to help people everywhere restore, enhance, and master their mobility.

‍

Above all – we want our people to be happy, feel challenged and grow professionally. Our willingness to do good is a major value both regarding our patients as well as our employees. We value personal responsibility and willingness to learn above everything else, and pride ourselves in developing every employee’s skills and dreams.
‍

We are seeking a highly motivated and skilled Tech Support Specialist to join our dynamic team at a fast-growing tech startup. As a Tech Support Specialist, you will be responsible for providing technical assistance and resolving software issues for our clients. Additionally, you will play a crucial role in analyzing data and identifying patterns to improve our product offerings & work closely with other departments to resolve issues internally. Lastly, you will be responsible for providing training and documentation when applicable to customers and internal teams.

This is a full time position with a hybrid model - working from our TLV offices and from home.

‍

• Strong technical aptitude 
• Proficiency in troubleshooting and resolving software issues in a timely manner.
• Excellent communication skills to effectively communicate technical solutions to non-technical users.
• Analytical mindset with the ability to identify patterns, analyze data, and derive actionable insights.
• Attention to detail and a methodical approach to problem-solving.
• Ability to work independently and manage multiple tasks simultaneously.
• Prior experience in a customer support or technical support role is preferred.
• Familiarity with analytical tools and techniques, such as data visualization and statistical analysis, is a plus.
• A strong passion for technology and a desire to stay updated with the latest industry trends and advancements.

Responsibilities:

• Provide technical assistance and resolve product-related issues in a timely manner
• Work with product to provide feedback on how clients may more easily reach support
• Collaborate with various departments, including Product, Engineering, Clinical, and Marketing, to ensure seamless communication and support for customers throughout the entire customer journey
• Develop and maintain a comprehensive knowledge base and documentation to assist customers with common issues and inquiries
• Monitor and analyze product usage data daily to identify trends, areas for improvement, and growth opportunities for clients
• Work closely with the clinical team to build out insightful intervention opportunities and gather clinical insights, success stories, and data for monthly reports, QBRs, and performance reviews
• Oversee the internal product feature request process through Notion, act as the sole point of contact between the Customer Success team and the Product team for feature requests and bug reports.
• Manage data collection for monthly and quarterly reports for admins and clinicians, and work to automate data generation processes to optimize workflow.
• Review Mixpanel boards daily to analyze data, monitor milestones (along with CSM) and behavior to gather information around recurring issues or trends in order to provide insights to improve customer support process and product abilities

‍

‍