Job Description

OneStep is expanding its support capabilities to provide world-class service to our growing Israeli market. As a Support & Enablement Specialist, you will be the face (and voice) of OneStep for our local users. You’ll join a collaborative, cross-continental team (US & Israel) dedicated to ensuring our technology is accessible, functional, and impactful for every patient.

This is a part-time position with the potential to transition into a full-time role as our Israeli operations scale.

Why OneStep?

This is a premier 'foot in the door' for a student looking to launch a career at the intersection of healthcare and innovation. You won't just be answering phones; you’ll be helping elderly users regain their independence through cutting-edge technology.

• Growth-Oriented: We view this role as a long-term investment. As our Israeli market scales, you will have a clear path to transition from reactive support into proactive clinical enablement, operations, or account management.
• High-Caliber Team: You will join a mission-driven team of clinicians, engineers, and data scientists. At OneStep, you’ll be surrounded by people who are as brilliant as they are kind, offering a unique opportunity to learn how a global health-tech company operates from the inside out.
• Work with Purpose: Every issue you solve and every user you guide directly contributes to improving someone’s quality of life. You’ll see the impact of your work in real-time gait data.

Responsibilities

• First-Line Support: Act as the primary point of contact for Israeli end-users via phone and chat, providing timely and empathetic technical assistance.
• Technical Triage: Diagnose and troubleshoot app-related issues, translating user feedback into actionable information for our product and engineering teams.
• Data Monitoring: Proactively review client adherence and usage metrics to identify trends, ensure patient success, and flag at-risk accounts for the broader team.
• Documentation: Contribute to our internal knowledge base to help streamline support processes as the Israeli market grows.

Requirements

• Availability & Location:
• Core Hours: Sunday–Thursday, 9:00 AM – 2:00 PM (IST).
• Hybrid Structure: This role offers a flexible hybrid model. You will primarily work from home, with a requirement to join us in the office ( Tel Aviv Center) once a week for team collaboration. We are happy to be flexible on which specific day that is to better fit your schedule.
• Communication: Exceptional written and verbal communication skills in Hebrew; High-level English proficiency.
• Advantage:
• Currently pursuing or holding a degree in a "Human-STEM" hybrid field (e.g., Physical Therapy, Occupational Therapy, Nursing, Sports Science, or Kinesiology, etc.) is highly preferred.
• Prior experience with support tools like Intercom, Zendesk, or Jira.
• Flexibility during exam periods is provided, with the expectation of maintaining core support hours during the semester.

Who You Are

• The Empathetic Troubleshooter: You have the patience and interpersonal skills to guide elderly users through technical hurdles with clarity and warmth.
• Quick Learner: You have a high "technical IQ" and can quickly master new software, mobile OS nuances, and the science of gait analysis.
• Fluent Communicator: You are comfortable toggling between Hebrew and English (Native English & Hebrew are a significant advantage).
• Analytical Mindset: You don’t just solve a one-time problem; you look at the data to understand the 'why' behind a user’s struggle. You’ll help us identify trends and share feedback that directly influences how we improve the OneStep experience.