📍 Job Overview

• Job Title: Technical Support Associate (L1)
• Company: Rectangle Health
• Location: Valhalla, New York, United States
• Job Type: On-site, Full-Time
• Category: Customer Support, Technical Support
• Date Posted: June 6, 2025
• Experience Level: 2-5 years

🚀 Role Summary

• Provide first-line technical support for complex issues related to credit card processing terminals integrated with proprietary software solutions.
• Assist users with troubleshooting, follow up for issue resolution, and provide training remotely on the payment processing platform.
• Maintain high-quality service standards, adhere to schedules, and meet average handle time targets.
• Collaborate cross-functionally with varied stakeholders to ensure customer satisfaction and long-term retention.

📝 Enhancement Note: This role focuses on customer support and troubleshooting, with a significant emphasis on technical problem-solving and communication skills. Experience in healthcare tech and familiarity with relevant software solutions are preferred.

💻 Primary Responsibilities

• Customer Support: Serve as the primary contact for inbound customer issues, assisting users with basic troubleshooting steps, and escalating more technical product-related issues to senior staff.
• Issue Resolution: Follow up with users to ensure issue resolution and maintain communication records in Salesforce CRM.
• Training: Provide training and support remotely on the payment processing platform and train physicians, providers, and office staff on RH’s technologies as needed.
• Quality Assurance: Meet the standards of the job, quality standards, adherence to schedule, and average handle time targets.
• Chat Support: Monitor and respond to multiple chat sessions simultaneously while maintaining high-quality service.

📝 Enhancement Note: The primary responsibilities of this role revolve around customer support, issue resolution, and training. Strong communication skills and the ability to work independently are crucial for success in this position.

🎓 Skills & Qualifications

Education: Bachelor’s degree in IT or a related discipline.

Experience: Minimum 2 years’ experience in a technical-related field; healthcare tech experience preferred.

Required Skills:

• Proven experience providing technical support via live chat, with a focus on timely and accurate resolution.
• Familiarity with chat platforms and tools (e.g., Intercom, Zendesk Chat, Salesforce Live Agent, or similar).
• Experience working in Salesforce or a similar CRM to manage and resolve inquiries.
• Strong attention to detail and the ability to work independently.
• Ability to comply with HIPAA and PCI rules and regulations.

Preferred Skills:

• Experience working in a healthcare or healthcare tech environment.
• Familiarity with payment processing platforms and technologies.
• Bilingual or multilingual capabilities (Spanish preferred).

📝 Enhancement Note: The required skills for this role emphasize technical support experience, CRM proficiency, and attention to detail. Healthcare tech experience and familiarity with payment processing platforms are preferred but not required.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• A well-structured resume highlighting relevant experience, skills, and achievements in technical support and customer service.
• Examples of successful issue resolution and customer satisfaction improvements in previous roles.
• Evidence of strong communication skills and the ability to work independently.

Technical Documentation:

• A list of relevant tools and software solutions used in previous technical support roles.
• Examples of process improvement initiatives or projects that have enhanced customer support or service quality.

📝 Enhancement Note: Although this role does not require a traditional web portfolio, candidates should be prepared to demonstrate their technical support and customer service skills through their resume and interview responses.

💵 Compensation & Benefits

Salary Range: $55,000 USD per year (New York pay range)

Benefits:

• Competitive health, dental, and vision benefits
• Guardian Hospital Indemnity coverage
• Life & LTD
• 401(k) matching up to 3%

Working Hours: Full-time position with a standard workweek of 40 hours, including evenings and weekends as needed to provide customer support during business hours.

📝 Enhancement Note: The salary range for this role is based on the New York pay range provided in the job listing. Benefits are competitive and include health, dental, vision, and retirement plans.

🎯 Team & Company Context

Company Culture:

• Industry: Financial technology, healthcare payments
• Company Size: Medium-sized company with a focus on growth and innovation
• Founded: 1992, with a history of providing reliable payment processing solutions for healthcare providers

Team Structure:

• The Support Department is responsible for delivering exceptional service to ensure customer satisfaction, loyalty, and long-term retention.
• The team consists of Technical Support Associates (L1 and L2) and Senior Technical Support Staff.
• The Support Department works closely with other departments, including Product, Engineering, and Sales, to ensure customer needs are met.

Development Methodology:

• The Support Department follows a customer-centric approach, focusing on issue resolution, customer satisfaction, and continuous improvement.
• The team uses Salesforce CRM to manage and track customer inquiries and issues.
• Collaboration and communication are key to ensuring high-quality service and customer retention.

Company Website: Rectangle Health

📝 Enhancement Note: Rectangle Health is a leading financial technology company focused on empowering medical, dental, and specialty practices with seamless and secure technology to drive revenue and streamline practice management and payment processing.

📈 Career & Growth Analysis

Technical Support Career Level: This role is an entry-level to mid-level position within the Technical Support career path. It provides an opportunity to develop technical troubleshooting skills, customer service experience, and familiarity with payment processing platforms and technologies.

Reporting Structure: The Technical Support Associate (L1) reports directly to the Senior Technical Support Manager. The team works closely with other departments, including Product, Engineering, and Sales, to ensure customer needs are met.

Technical Impact: In this role, you will have a direct impact on customer satisfaction and retention by providing high-quality technical support and issue resolution. Your work will contribute to the overall success of the company by ensuring that customers receive the support they need to effectively use Rectangle Health’s payment processing solutions.

Growth Opportunities:

• Promotion to Technical Support Associate (L2): With experience and strong performance, associates may be promoted to the L2 level, which involves more complex issue resolution and mentoring of L1 associates.
• Transition to other departments: As associates gain experience and develop their skills, they may have the opportunity to transition to other departments within the company, such as Product or Engineering.
• Career development: Rectangle Health offers opportunities for career development, including training, workshops, and mentorship programs to help associates grow professionally.

📝 Enhancement Note: This role offers opportunities for career growth and development within the Technical Support department and the broader organization. Strong performance and a focus on customer satisfaction can lead to promotions and career advancement.

🌐 Work Environment

Office Type: Rectangle Health’s office is a modern, collaborative workspace designed to foster creativity, innovation, and teamwork. The Support Department operates in an open-concept environment, with team members working together to provide high-quality customer support.

Office Location(s): Valhalla, New York

Workspace Context:

• The Support Department is equipped with state-of-the-art hardware and software solutions to ensure efficient and effective customer support.
• Team members have access to multiple monitors, testing devices, and collaborative tools to facilitate communication and issue resolution.
• The workspace is designed to promote cross-functional collaboration between technical support associates, product managers, engineers, and sales representatives.

Work Schedule: Full-time position with a standard workweek of 40 hours, including evenings and weekends as needed to provide customer support during business hours. The work schedule may vary depending on business needs and customer demand.

📝 Enhancement Note: The work environment at Rectangle Health is collaborative and customer-focused, with a strong emphasis on teamwork and communication. The Support Department operates in an open-concept workspace designed to facilitate efficient issue resolution and customer support.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen (30 minutes): A brief phone conversation to discuss your experience, skills, and career goals. This is an opportunity for the hiring manager to assess your communication skills and cultural fit.
2. Technical Assessment (60 minutes): A hands-on assessment of your technical support skills, focusing on troubleshooting, issue resolution, and customer communication. You will be presented with a series of customer scenarios and asked to demonstrate your ability to provide high-quality support.
3. Behavioral Interview (60 minutes): A structured interview focused on your problem-solving skills, customer service experience, and ability to work independently. You will be asked to provide examples of your past performance and how you have handled challenging customer situations.
4. Final Interview (30 minutes): A final interview with the hiring manager to discuss your fit for the role, answer any remaining questions, and make a hiring decision.

Portfolio Review Tips:

• Highlight your experience providing technical support and customer service, with a focus on issue resolution and customer satisfaction.
• Provide examples of successful process improvement initiatives or projects that have enhanced customer support or service quality.
• Demonstrate your strong communication skills and ability to work independently.

Technical Challenge Preparation:

• Familiarize yourself with Rectangle Health’s payment processing platform and software solutions.
• Brush up on your troubleshooting skills and customer service techniques.
• Prepare for a hands-on assessment of your technical support skills, focusing on issue resolution and customer communication.

ATS Keywords: [See the comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category: programming languages, web frameworks, server technologies, databases, tools, methodologies, soft skills, industry terms]

📝 Enhancement Note: The interview process for this role is designed to assess your technical support skills, customer service experience, and cultural fit. The technical assessment focuses on your ability to provide high-quality support and resolve customer issues efficiently.

🛠 Technology Stack & Web Infrastructure

Customer Support Platform: Salesforce CRM (Customer Relationship Management) is used to manage and track customer inquiries and issues. The platform enables team members to document interactions, maintain communication records, and ensure high-quality service.

Chat Platform: Rectangle Health uses a chat platform (e.g., Intercom, Zendesk Chat, or similar) to provide real-time customer support and issue resolution. Familiarity with chat platforms and tools is required for this role.

Payment Processing Platform: Rectangle Health’s proprietary software solutions enable medical, dental, and specialty practices to process credit card payments securely and efficiently. Familiarity with payment processing platforms and technologies is preferred but not required for this role.

📝 Enhancement Note: Although this role does not require a deep understanding of web development or server administration technologies, familiarity with customer support platforms, chat tools, and payment processing solutions is essential for success in this position.

👥 Team Culture & Values

Customer Support Values:

• Customer Focus: Put the customer first in all interactions and strive to provide high-quality, efficient, and effective support.
• Continuous Improvement: Regularly seek feedback and look for opportunities to improve the customer support process and enhance the customer experience.
• Collaboration: Work closely with other departments, including Product, Engineering, and Sales, to ensure customer needs are met and customer satisfaction is maintained.
• Integrity: Act with honesty and transparency in all customer interactions, maintaining the trust and confidence of our customers.

Collaboration Style:

• Cross-Functional Collaboration: Work closely with other departments to ensure customer needs are met and customer satisfaction is maintained.
• Peer Support: Collaborate with team members to provide high-quality customer support and resolve complex issues.
• Knowledge Sharing: Share your expertise and experience with team members to help them develop their skills and improve their performance.

📝 Enhancement Note: Rectangle Health’s customer support team values customer focus, continuous improvement, collaboration, and integrity. Team members work closely together to provide high-quality support and maintain customer satisfaction.

🌐 Work Environment

Office Type: Rectangle Health’s office is a modern, collaborative workspace designed to foster creativity, innovation, and teamwork. The Support Department operates in an open-concept environment, with team members working together to provide high-quality customer support.

Office Location(s): Valhalla, New York

Workspace Context:

• The Support Department is equipped with state-of-the-art hardware and software solutions to ensure efficient and effective customer support.
• Team members have access to multiple monitors, testing devices, and collaborative tools to facilitate communication and issue resolution.
• The workspace is designed to promote cross-functional collaboration between technical support associates, product managers, engineers, and sales representatives.

Work Schedule: Full-time position with a standard workweek of 40 hours, including evenings and weekends as needed to provide customer support during business hours. The work schedule may vary depending on business needs and customer demand.

📝 Enhancement Note: The work environment at Rectangle Health is collaborative and customer-focused, with a strong emphasis on teamwork and communication. The Support Department operates in an open-concept workspace designed to facilitate efficient issue resolution and customer support.

📌 Application Steps

To apply for this Technical Support Associate (L1) position at Rectangle Health, follow these steps:

1. Submit your application: Click on the application link and complete the online application form, including your resume, cover letter, and any relevant portfolio pieces.
2. Prepare your resume: Tailor your resume to highlight your relevant experience, skills, and achievements in technical support and customer service. Include examples of successful issue resolution and customer satisfaction improvements.
3. Research the company: Familiarize yourself with Rectangle Health’s products, services, and company culture. Understand the company’s mission, values, and commitment to customer satisfaction.
4. Prepare for the phone screen: Review the job description and be ready to discuss your experience, skills, and career goals. Practice your communication skills and be prepared to answer questions about your technical support and customer service experience.
5. Prepare for the technical assessment: Brush up on your troubleshooting skills and customer service techniques. Familiarize yourself with Rectangle Health’s payment processing platform and software solutions.
6. Prepare for the behavioral interview: Reflect on your past performance and be ready to provide examples of your problem-solving skills, customer service experience, and ability to work independently. Practice your communication skills and be prepared to discuss your career goals and aspirations.
7. Prepare for the final interview: Review the job description and be ready to discuss your fit for the role, answer any remaining questions, and make a hiring decision.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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