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Technical Support Advocate I

4 hours, 2 minutes ago
Anywhere
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
AWS JIRA macOS Salesforce
Apply Now
Included Health

Included Health

Included Health is a healthcare company that provides cost-saving solutions for employers and health plans. They offer virtual care and navigation services, connecting millions with board-certified doctors and specialists for comprehensive and convenie...

Insurance
1K-5K
$106M raised
View All Jobs 21

Description

  • Respond to member calls, emails, and live chats about product and technical issues.
  • Troubleshoot mobile and web app, login, and eligibility problems.
  • Provide technical support to physician and expert users of the proprietary application.
  • Build positive member relationships through responsive, high-quality service.
  • Track issues in the ticket queue and ensure timely resolution.
  • Identify and escalate priority issues, outages, and engineering-related problems through established workflows.
  • Meet individual and team service, productivity, quality, and performance targets.
  • Handle a high volume of inbound and outbound calls and live chats.

Requirements

  • High school diploma or equivalent.
  • 1–3 years of relevant experience in a customer-focused technical support position.
  • Prior experience in tech support, desktop support, or a similar role.
  • Strong written and verbal communication skills, including the ability to explain technical concepts simply.
  • Typing speed of 50+ WPM.
  • Proficiency with Windows and Mac OS.
  • Familiarity with Google GSuite, Box, Jira, Salesforce, AWS, and Atlassian tools.
  • Strong prioritization, critical-thinking, and root-cause analysis skills.
  • Experience working in a fast-paced, ambiguous, technical environment.
  • Ability to conduct video meetings and use common office equipment; occasional lifting of up to 20 pounds may be required.

Interested in this position?

Apply directly on the company website

Apply Now

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