Note: This is a remote opportunity with 20% travel required.
Start a new career as a Customer Support Specialist with Go Icon!
Why choose us?
- Salary is $50,000/year | Credit given for experience
- Great Benefits Available
How you will make an impact:
Go Icon powers resident and family engagement for senior living communities through communications, digital signage, activity management, transportation, and AI-driven insights for some of the largest operators in the industry.
This role combines customer support, technical troubleshooting, customer education, and operational support. You will help customers solve problems and get the most from Go Icon while also creating resources that make it easier for customers to learn and find answers independently. This includes developing written how-to guides, recording instructional videos, supporting our customer-facing Support site, assisting with account provisioning and configuration, and occasionally delivering customer training.
You will work closely with internal teams and customers to resolve issues, configure systems, complete setup tasks, and help ensure customers are successful using the platform. This role emphasizes responsiveness, technical aptitude, curiosity, problem-solving, ownership, and execution in a fast-paced SaaS environment.
What You'll Bring:
- Experience in customer support, technical support, SaaS, technology, or another customer-facing environment preferred.
- Strong verbal and written communication skills.
- Strong troubleshooting, critical-thinking, and problem-solving abilities.
- Comfortable providing phone support and working within a shared case queue.
- Strong technical aptitude and ability to explain technology to non-technical users.
- Ability to create clear written instructions and simple instructional videos.
- Strong attention to detail, organization, and documentation.
- Ability to manage multiple priorities and follow issues through resolution.
- Experience with Salesforce, Jira, or similar systems preferred.
- Experience with software configuration, account provisioning, training, senior living, or healthcare technology is a plus.
Benefits Available:
- Health insurance with company paid premium for employee only coverage
- FSA and HSA options available
- Company paid dental insurance for employee only coverage
- Company paid life insurance
- Company paid short- and long-term disability insurance
- A 401K plan with company match and safe harbor contribution
- Paid Time Off
- Additional ancillary benefits including Vision, Critical Illness, Voluntary Life/AD&D, and Accident
Skills Required
- Strong verbal and written communication skills
- Strong troubleshooting, critical-thinking, and problem-solving abilities
- Comfort providing phone support and working within a shared case queue
- Strong technical aptitude and ability to explain technology to non-technical users
- Ability to create clear written instructions and simple instructional videos
- Strong attention to detail, organization, and documentation
- Ability to manage multiple priorities and follow issues through resolution
- Experience in customer support, technical support, SaaS, technology, or another customer-facing environment
- Experience with Salesforce, Jira, or similar systems
- Experience with software configuration, account provisioning, training, senior living, or healthcare technology
What We Do
Procare HR offers complete HR solutions for care providers. HR Strategy Not sure how HR can help you reach your goals? We do! Our experts offer performance management, compensation planning, employee engagement and retention strategies, and more to help you reach your goals. Proactive HR Advice Our experts review data to make sure we catch something before there is a problem. We also offer employee training, HR policies and procedures, workforce planning, and risk mitigation advice. Responsive Dedicated HR Professionals Through workers’ compensation claims, OSHA investigations, terminations, layoffs, ACA penalties, and more, if something happens your dedicated HR team will guide you through the process
