Member Tech Support Advocate — Escalations & Outages

Included Health, Inc.; United States; Remote; USD 42,000 - 56,000; Full time

Job summary

Included Health is seeking a Product Support Specialist to assist members with mobile/web app issues, login/eligibility problems, and to support engineers with escalations and outages. The role handles a high volume of inbound/outbound calls and live chats, ensuring timely, quality responses in a fast-paced environment.

You’ll work with our physicians to deliver stellar care, maintain strong customer relationships, and meet performance metrics while using tools like Google GSuite, Jira,

Qualifications

• High school diploma or equivalent.
• 1-3 years in a customer-focused role involving technical knowledge of products/services.
• Prior experience in tech or desktop support.
• Good written and verbal communication; ability to type 50+ WPM.
• Proficiency with Mac OS and Windows.
• Familiarity with cloud-based platforms: Google GSuite, Box, Jira, Salesforce, AWS, Atlassian tools.
• Strong prioritization skills for high-quality support.
• Ability to translate technical terms into simple language.
• Experience in fast-paced, technical environments.
• Ability to conduct video meetings.
• Extensive experience with Windows and Mac OS.

Responsibilities

• Answer members' calls, emails, and live chats regarding Technical Issues and Support.
• Build positive relationships and ensure issues are handled appropriately.
• Meet daily targets for service, productivity, and quality.
• Identify and elevate priority issues via workflows.
• Provide support to Expert users on our proprietary application.
• Track issues through a ticket queue and ensure prompt resolution.
• Meet established performance metrics.
• Other duties as assigned.

Skills

Customer focus

Strong communication

50+ WPM

Cloud platforms

Education

High school diploma or equivalent

Tools

Google GSuite

Box

Jira

Salesforce

AWS

Atlassian tools

Job description

Included Health is seeking a Product Support Specialist to assist members with mobile/web app issues, login/eligibility problems, and to support engineers with escalations and outages. The role handles a high volume of inbound/outbound calls and live chats, ensuring timely, quality responses in a fast-paced environment.

You’ll work with our physicians to deliver stellar care, maintain strong customer relationships, and meet performance metrics while using tools like Google GSuite, Jira,