Customer Support Rep III @ Moving Analytics - Costa Mesa, CA

Customer Support Rep III

About Moving Analytics

Moving Analytics is a digital health and therapeutics company dedicated to empowering people to live life free of cardiovascular disease. Our flagship program is Movn, a virtual cardiac rehabilitation program that delivers an evidence-based program of exercise, risk factor modification and remote monitoring through personal coaching and behavioral science principles to help patients recover after a cardiac event. Developed in partnership with Stanford University, Movn is based on more than 30 years of published research involving over 70,000 patients.

We are clinicians, designers, engineers, and entrepreneurs leveraging design, research, and technology to improve patient engagement and care coordination. Our mantra is Empathy Guiding Expertise in our relationships with patients, providers, payers and healthcare systems.
Job Description

As a Customer Support Rep II, you will act as one of the stewards of Moving Analytics quality, fielding and resolving support requests from hospital staff to patients to internal team members. You'll uphold our standards of quick response times, short call times, and high satisfaction ratings while focusing on first call resolutions. You'll document all support issues with a description of the issue, including any steps to repeat it and supporting documentation as well as possible root causes. You'll also collaborate with the team on improving our training, education, and software based on issues seen. Customer Support Representatives are part of the Product team at Moving Analytics and collaborate within the Product and Engineering teams.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Employment Type


Costa Mesa, CA

Flexible work-hours policy, extended remote work not possible

Essential Duties and Responsibilities

  • Explain platform features and provide exceptional remote support to all end users, whether internal or external, hospital staff or patient, via telephone call, email and chat
  • Resolve device- and software-specific technical issues stemming from Moving Analytics, other integrated services, Android, and iOS
  • Provide robust descriptions on issues, including supporting documentation, steps to repeat bugs, related support requests, customers affected, etc. so that team members have an accurate understanding of the scope and how to assist in resolution if required
  • Provide any necessary outbound follow-up via phone and email
  • Curation of FAQ documents organized by user archetype
  • Abide by protected health information policies and procedures e.g. HIPAA
  • Work as a team and be a positive addition to Moving Analytics' culture

Minimum Qualifications

  • 3 years of experience as a Customer Support Representative in a software or technology environment (call center, startup, and SaaS experience a plus!)
  • Excellent written and oral communication skills
  • Working PC knowledge, Windows and related applications preferred
  • An affinity for learning online software systems
  • High stress tolerance/patience, prior experience conveying technical concepts to non-technical audiences preferred
  • Strong attention to detail to ensure results from company related activities
  • Prior experience with and solid understanding of systems and applications such as the terminology, UI, data flows, and release cycles
  • Ability to read and understand complex requirements documents
  • Prior experience with:
    • SaaS, CRM platforms
    • Agile methodologies
    • Issue tracking software (preferably JIRA, Confluence, Service Desk)
    • MS Office

We're Looking For Someone Who Is

  • a self-starter and eager to learn
  • requires minimal supervision for common day-to-day tasks
  • able to react quickly, establish, and re-establish, priorities
  • able to balance multiple projects simultaneously
  • patient when helping others, especially when others may be frustrated
  • familiar with highly configurable software products
  • familiar with ticket management software to document and manage customer issues
  • with a high level of empathy, attention to detail, and accuracy
  • with an eye for process optimization


  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Supplemental life insurance
  • Commuter benefits
  • Flexible work hours