Customer Support Representative

About Us

Activated Insights, a Software-as-a-Service (SaaS) leader in long-term and post-acute care, is growing our Customer Support team to help clients get the most out of our technology.

Founded in 2008, Activated Insights serves the fastest-growing labor market in North America — long-term and post-acute senior care. From small family-run businesses to billion-dollar care organizations, our technology, surveys, and training solutions impact the lives of hundreds of thousands of seniors each year.

We’re a mission-driven, collaborative team backed by a private investment firm with 40+ years of healthcare industry partnerships — and we’re looking for service-focused, tech-comfortable people to join us.

Why This Role is Special

As a Customer Support Representative at Activated Insights, you’ll be the first point of contact for clients who need assistance, whether it’s troubleshooting an issue, navigating our software, or answering questions about their account.

Your goal is to ensure every customer receives a smooth, positive support experience. You’ll combine your customer service skills with light technical troubleshooting to help users navigate our software, answer questions, and resolve issues quickly.

This position is all about supporting people, solving problems, and ensuring our clients feel confident and cared for at every stage of their journey.

Qualifications

Key Responsibilities

• Serve as the first point of contact for customers via phone, email, and occasional video calls.
• Provide friendly, knowledgeable assistance to help customers use our products effectively.
• Troubleshoot basic software issues and escalate complex technical problems to the appropriate team.
• Communicate with internal teams to find solutions for customers.
• Document customer interactions and solutions in our support systems.
• Assist the Customer Support Manager with onboarding and training initiatives.
• Maintain a positive, professional attitude in every interaction.

Required Skills & Qualities

• 1+ years of professional experience in customer service, help desk, call center, or client support.
• Comfort using technology and learning new software.
• Ability to troubleshoot basic account and software issues.
• Strong problem-solving and critical-thinking skills.
• Excellent verbal and written communication skills.
• Patience, empathy, and professionalism under pressure.
• Strong organizational and time-management skills.
• Positive, team-oriented attitude.

Schedule

• Full-time, 40 hours per week.
• Monday–Friday, 8:00 AM–5:00 PM local time, with occasional flexibility for collaboration across time zones.
• Onsite in our Rexburg, ID office.