Customer Support Representative at Imprivata (Austin, TX or Remote)

| Austin | Remote
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Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking a Customer Support Representative to join our team.
Job Summary
The Customer Support Representative (CSR) is responsible for receiving incoming calls from customers, partners, and field service employees, collecting information about the calls, and directing the calls to the appropriate resource based on need. The CSR provides technical assistance and support for incoming queries and issues using existing knowledge articles and documentation. The CSR responds to queries via phone, or email. In addition , the CSR will participate in an administrative and procedural capacity in various processes and projects within Imprivata Customer Support, as needed.
Duties and Responsibilities
  • Receive incoming phone calls to Imprivata Customer Support from customers, partners and field service employees.
  • Record pertinent contact information to our internal call tracking system.
  • Assist callers as much as possible by filling their non-technical requests or resolving simple product issues by leveraging available resources such as the knowledge database, product documentation and other information sources to help solve problems
  • Document communications with the caller and contact activity to our internal call tracking system.
  • Work with the Imprivata Customer Support team and other teams within Imprivata to obtain the information to assist callers as needed.
  • Provide administrative and procedural assistance on various customer related processes and projects, as needed.
  • Empathize, advocate for, and maintain positive relationships with customers

Required Qualifications
  • High School diploma.
  • 1-3 years relevant business experience in a professional environment.
  • Basic computer skills and experience with Microsoft Windows, Microsoft Office (Outlook, Word, Excel, and PowerPoint), and web-based applications.
  • Excellent customer service skills.
  • Organized, highly-motivated, self-directed, and able to work as part of a team.
  • Ability to multi-task effectively.
  • Good verbal and written communication skills.
  • Ability to work in a fast-paced, exciting environment.
  • Knowledge of basic computer troubleshooting skills an advantage.
  • Full-time (40 hours per week); Part-time position (30 hours per week)

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Please keep in mind that all Imprivata open positions are posted on our careers page , which is the only way to apply for prospective employment at our company. We only contact candidates regarding their applications via email addresses. For more information on how to remain vigilant about your personal security and privacy, you may refer to the FTC resources on Scams here and resources on Identity Theft and Online Security here .
For more information about online scams, you may access the FBI Internet Crime resource page here . If you would like to report a scam, you may file an IC3 complaint with the FBI here.
The Company is requiring all of its new employees who regularly work at a Company office, attend Company-related events/meetings, or travel on behalf of Imprivata to be vaccinated against COVID-19. However, when an employee cannot be vaccinated because of a disability or a sincerely held religious belief, practice or observance, the Company will consider whether a reasonable accommodation is required by applicable law. If you believe that you cannot be vaccinated because of a disability or a sincerely held religious belief, practice or observance, you may request an accommodation by contacting us. Otherwise, you will need to provide proof of your COVID-19 vaccination prior to commencing employment.
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At SecureLink, we believe trust is an essential ingredient for building productivity in the workplace. Our employees have the option to work 100% remotely, 50% remotely, or 100% from our physical offices located in Austin, TX, Nashville, TN, and San Jose, CR.

An Insider's view of Imprivata

How would you describe the company’s work-life balance?

It's great! These times have been difficult and everyone has barriers and issues they face, but SecureLink as a whole is very aware and caring for our well-being. I feel very comfortable taking some time off when I need it, whether it be for my own mental health, to care for my son, or even just to go on vacation with my wife.


Web Marketing Manager

What projects are you most excited about?

The project I'm most excited about is the verticalization of the SecureLink Business Development team. I am excited to gain insight into untapped industries and getting our product into the hands of companies that need it most!


SDR Manager

How does the company support your career growth?

SecureLink makes it possible for me to use my gaps in the day to advance my knowledge with our learning resources. The company promotes learning by asking for LinkedIn Learning courses to be completed every quarter so that we can all continue to grow in our careers.


Sales Solutions Engineer

What unique initiatives do you have that encourage innovation?

The idea of individual ownership of initiative outside of their core responsibilities. I also push the team to try and take their own "hat" off and look at it from the lens of others that are impacted and could benefit from the project to make sure that it will be something that is broadly impactful and lasting.


VP, Sales

What projects are you most excited about?

The hiring plan for 2022 is zealous! We are growing and our leadership is committed to providing additional team support this year so we are set up to propel in the next. #jointheteam


Recruiting Coordinator

What are Imprivata Perks + Benefits

Imprivata Benefits Overview

At SecureLink, we recognize we are in a competitive candidate market, and we want to provide the best to our employees. We offer remote work for all of our employees.

Volunteer in local community
SecureLink has participated in events with Breakthrough Austin, Austin Pets Alive!, We Are Blood, Coats for Kids, the Central Texas Food Bank and many more.
Friends outside of work
Eat lunch together
Intracompany committees
Employee-driven committees, empowered by SecureLink's leadership, organize both on & offsite opportunities ranging from volunteering and recreational sports to professional development.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
SecureLink's dental plan covers 100% of the cost of preventative care, including topical fluoride and x-rays.
Vision Benefits
SecureLink's vision insurance plan provides 100% coverage for annual eye exams after a $10 copay. Frames are covered up to $150 and contacts are covered up to $130.
Health Insurance Benefits
SecureLink offers a qualified high-deductible health plan through BCBS. In addition, we contribute $1,500/annually to a Health Savings Account (HSA).
Life Insurance
SecureLink offers group-term life insurance with a payout of 1x an employee's annual salary for the duration of employment.
Pet Insurance
Wellness Programs
To promote wellness, every employee is provided with a standing desk in their personal workspace, recreational club sponsorship, and healthy snacks and meals.
Onsite Gym
SecureLink employees enjoy access to a free onsite gym and volleyball pit.
Mental Health Benefits
Retirement & Stock Options Benefits
SecureLink's 401(k) retirement plan offers a broad selection of funds to choose from.
401(K) Matching
SecureLink contributes 3% of your base salary to your 401(k) account regardless of your contribution.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
All full-time employees are eligible for the SecureLink bonus plan.
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
SecureLink offers 12 week paid parental leave for all new parents.
Flexible Work Schedule
Remote Work Program
Our employees have the option to work 100% remotely, 50% remotely, or 100% from our physical offices located in Austin, TX, and Nashville, TN.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Unlimited PTO can be used for vacations, sick leave, and other needs such as bereavement, jury duty, or time spent supporting philanthropic endeavors. Work hard, play hard. Or relax — it’s up to y
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
SecureLink's three-tap commercial beer keg is always stocked with cold brews, ready for our weekly onsite Happy Hour. It's hoppin' (beer puns hehe).
Casual Dress
SecureLink has a casual dress code for our employees, and you will see many people around wearing jeans, and yes – even t-shirts and the occasional pair of flip-flops.
Company Outings
SecureLink employees enjoy quarterly paid team outings, as well as company-wide annual holiday parties and other events, for all employees and a guest.
Free Daily Meals
SecureLink's onsite chefs provide breakfast, lunch, and snacks to employees every day. YUM.
Game Room
SecureLink's game room is decked out with a golf simulator, VR game equipment, ping pong, pool and foosball tables, shuffleboard, and pinball machines.
Stocked Kitchen
SecureLink has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored beverages you can handle.
Happy Hours
SecureLink staff enjoys a weekly Friday happy hour where employees are recognized for outstanding achievements during our "Price is Right" style wheel spins.
SecureLink employees don't worry about where they will park—we have our own lot.
Pet Friendly
SecureLink employees can bring their dogs to the office, we love our furry friends!
Recreational Clubs
SecureLink sponsors office sports leagues year round.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
SecureLink offers a wide range of training programs to all employees, including functional bootcamps, in-house professional development, and knowledge sharing sessions.
Tuition Reimbursement
Diversity Program
Lunch and learns
SecureLink hosts a lunch-and-learn series we call KSS (Knowledge Sharing Sessions), intended to help expand our employees' base of knowledge through informal talks/discussions.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
SecureLink employees take at least one LinkedIn Learning course per quarter, attend monthly Knowledge Sharing Sessions, have access to the SecureLink Library and a Product Certification Program.
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Having our own building allows us the flexibility to create our own workspace and do cool things like bring our dogs to work and cook bacon every day (and we definitely do that). In addition to our awesome inside spaces, just outside is our very own volleyball court! Check out like video on our page for a tour of our Hill Country Spaceship!

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