RMA - Technical Support Specialist

As a Technical Support Specialist specializing in RMA (Return Merchandise Authorization) and Internal Tools, you will play a unique and crucial role in assisting both new and existing members with product replacement and returns while providing efficient technical support for their hardware and software needs. Alongside your core RMA responsibilities, you will cross-train to provide vital, non-member-facing support for our internal systems, specifically assisting our Care Hub teams with internal tools issues and inquiries. You will also serve as an internal escalation reviewer for the Support team, ensuring quality in troubleshooting procedures. You must have exceptional written and verbal communication skills, strong soft skills, keen attention to detail, superior organizational skills, a proactive attitude towards learning, and be comfortable handling multiple tasks simultaneously. You’ll consistently prioritize members’ needs while advocating for their seamless program experience and provide direct and efficient support in various communication channels.

The role would be ideal for an applicant with at least 1 year of software and/or hardware troubleshooting experience with exposure to and/or focus on product RMA processes. Things here evolve at a rapid pace, so you should be comfortable dealing with ambiguity. But this also means you’ll have the opportunity to grow in your role, as the company grows. We value autonomy in your role and actively support ongoing learning and development.

• Diagnosing, investigating, documenting and resolving members problems related to Hinge Health products.

• Develop extensive knowledge of our product including common technical challenges and troubleshooting techniques and act as a point of escalation reviewer for the Technical Support team.

• Manage the end to end RMA process, including processing replacements and tracking returned Hinge Health products.

• Maintain accurate records of RMA requests, product failures and resolutions.

• Collaborate with teammates such as Logistics, Shipping, Field Quality, Compliance teams, and third-party vendors to coordinate product replacement and returns, ensuring compliance with company policies.

• Maintains knowledge of technology innovations and trends.

• Provide best in industry support, fielding inquiries and addressing them in a timely and professional manner, while leveraging high level soft skills and de-escalation methods.

• Understand a member’s program journey by using and interpreting various technical platform tools.

• Ensure prompt and clear communication for members & internal parties throughout the RMA process, while conveying warmth and empathy.

• Adhere to key organizational metrics while upholding standards of quality and productivity.

• Cross-train with the Internal Tools support team to field, troubleshoot, and resolve internal tickets from the Care Hub.
  

• Technical troubleshooting or IT help desk experience (minimum one year), with exposure or focus on RMA/ Logistics processes.

• Excellent and well-rounded member-facing as well as internal stakeholder-facing communication skills.

• Strong analytical and problem-solving skills and the ability to think critically in high-pressure situations.

• Ability to prioritize tasks along with excellent time management skills.

• Proficiency in conducting thorough root cause analysis for technical issues.

• Confidence with multitasking - managing multiple communication channels efficiently along with processes and workflows simultaneously.

• Experience with customer support tools (e.g. Zoom, Freshdesk, Zendesk, Salesforce) to resolve technical issues and/or process returns and replacements for end users.

• Experience with mobile and/or data management tools (e.g. Mixpanel, Linear, Tableau, Auth0, Esper MDM) to properly diagnose and troubleshoot technical issues.

• Flexibility with your schedule. Your work hours will be based on business needs and may include nights and weekends although the role doesn’t currently include nights or weekends.

• Able to effectively work in a remote environment and be depended on for excellent punctuality and proactive communication.

• Healthcare background, and/or previous healthcare tech experience.

• Remote work experience.

• Prior experience in a dedicated Internal Help Desk, Care Hub support, or Internal Tools support role.

• Familiarity or experience adhering to PHI/PII compliance standard for health care users.

• Logistics experience with medical devices & hardware.

• Experience with Supply Chain management system(s).

At Hinge Health, we’re using technology to scale and automate the delivery of healthcare – starting with musculoskeletal (MSK) conditions, which affect over 1.7 billion people worldwide. With an AI-powered human-centered care model, Hinge Health leverages cutting-edge technology to improve outcomes, experiences and costs to help people move beyond their pain. The platform addresses a broad spectrum of MSK care – from acute injury, to chronic pain, to post-surgical rehabilitation – through personalized, evidence-based care.

As the preferred partner to 50+ health plans, PBMs and other ecosystem partners, Hinge Health is available to over 20 million people across more than 2,550 employers. The company is headquartered in San Francisco with additional offices in Montreal and Bangalore. Learn more at http://www.hingehealth.com

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.

• Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.

• Modern life stipends: Manage your own learning and development

Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter.

By submitting your application you are acknowledging we are using your personal data as outlined in the personnel and candidate privacy policy.

Beware of Phishing Attempts: We've noticed an increase in phishing where fraudsters impersonate employees and send fake job offers to steal sensitive information. We'll never ask for financial details during the hiring process and only use "@hingehealth.com" emails. If you receive a suspicious offer, stop communication and report it to the US FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to [email protected].