Technical Support Advocate I

The role

You will answer member calls, emails and live chats about technical issues with Included Health's app and website. You will handle login and eligibility problems, escalate priority issues and help engineers with outages.

What you will do

• Answer members' calls, emails and live chats about technical issues and product support
• Build positive relationships by handling all questions and issues appropriately
• Meet daily qualitative and quantitative targets for service, productivity and quality
• Identify and escalate priority issues via established workflows
• Provide support to Expert users on the proprietary application
• Track issues through a ticket queue and ensure prompt resolution
• Meet established performance metrics
• Manage a large volume of inbound and outbound calls and live chats
• Assist engineers with escalations and outages
• Other duties as assigned

Required qualifications

• High school diploma or equivalent
• 1-3 years of relevant experience in a customer focused position involving technical knowledge of a company's products and services
• Prior experience in tech support, desktop support, or a similar role
• Good written and verbal communication and ability to type 50+ WPM
• Proficiency with Mac OS and Windows
• Understanding and familiarity with cloud based platforms: Google GSuite, Box, Jira, Salesforce, AWS, Atlassian tools
• Strong prioritization skills
• Effective communication skills with the ability to translate technical terminology to simple terms
• Ability to think critically and conduct root-cause analysis
• Experience working in a fast-paced, ambiguous, and technical environment
• Must be able to conduct video meetings
• Terrific deskside manner and an ability to support users

About the company

Included Health is a healthcare company delivering integrated virtual care and navigation. It offers care guidance, advocacy and access to virtual and in-person care.