About the Job
The Technical Support Advocate is responsible for multiple areas of the member experience. We support our members that are having product technical issues in every way possible, as well as work with our staff of physicians to ensure they have the necessary support to deliver stellar care. In this fast-paced role, your primary responsibilities will be assisting Included Health members with: mobile and web app issues, login/eligibility issues, and assisting engineers with escalations and outages. We are looking for a highly skilled tech-savvy call center representative to join our team, managing a large volume of inbound and outbound calls and live chats.
Key Responsibilities
Responsible for answering members' calls, emails, and live chats regarding Technical Issues, Support, and other issues related to product.
Build positive relationships by going above and beyond with customer service, ensuring that all questions and issues are handled appropriately.
Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
Identify and escalate priority issues that need immediate attention via established workflows
Provide support to our Expert users on our proprietary application
Track issues through a ticket queue and ensure prompt resolution
Responsible for meeting established performance metrics
Other duties as assigned
Required Skills & Abilities
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 to ensure the highest levels of support to the business and each user
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
Extensive experience working with different operating systems including Windows and Mac OS
Understanding and familiarity with cloud based platforms: Google GSuite, Box, Jira, Salesforce, and AWS.
No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and computer / laptops) may be required.
Good manual dexterity required to use common office equipment (e.g., computers, laptop, and mobile devices).
