Tech Support Advocate: Member Care

Doctor on Demand; United States; Remote; USD 28,000 - 41,000; Full time

Job summary

Included Health seeks a Product Support Specialist to assist members with mobile/web app issues, login/eligibility problems, and engineer escalations. You will handle a high volume of calls and live chats, delivering timely, high-quality support while collaborating with physicians to ensure stellar care.

Ideal candidates have 1–3 years in tech support, strong communication, and proficiency with Mac OS/Windows and cloud platforms such as Google GSuite, Box, Jira, Salesforce, and AWS.

Qualifications

• High school diploma or equivalent.
• 1–3 years in a customer-facing role with technical knowledge of a company’s products.
• Experience in tech support, desktop support, or similar roles.
• Excellent 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.
• Strong prioritization to provide high levels of support.
• Ability to translate technical terms into simple language.
• Ability to conduct root-cause analysis in a fast-paced environment.
• Experience working in a technical, ambiguous setting.
• Must be able to conduct video meetings.
• Excellent deskside manner and user support skills.
• Experience with Windows and Mac OS across multiple environments.
• Familiarity with cloud platforms: Google GSuite, Box, Jira, Salesforce, AWS.

Responsibilities

• Answer members' calls, emails, and live chats regarding technical issues and product support.
• Build positive customer relationships and ensure questions are addressed appropriately.
• Meet daily qualitative and quantitative targets for service, productivity, and quality.
• Identify and escalate priority issues using established workflows.
• Support Expert users on the proprietary application.
• Track issues through a ticket queue and drive prompt resolution.
• Meet established performance metrics.
• Other duties as assigned.

Skills

Customer service

Technical knowledge

Typing 50+ WPM

Mac OS

Windows

Google GSuite

Box

Jira

Salesforce

AWS

Atlassian tools

Tech support experience

Prior desktop support

Prioritization

Communication skills

Root-cause analysis

Video meetings

Education

High school diploma or equivalent

Tools

GA/Cloud tools none

Job description

Included Health seeks a Product Support Specialist to assist members with mobile/web app issues, login/eligibility problems, and engineer escalations. You will handle a high volume of calls and live chats, delivering timely, high-quality support while collaborating with physicians to ensure stellar care.

Ideal candidates have 1–3 years in tech support, strong communication, and proficiency with Mac OS/Windows and cloud platforms such as Google GSuite, Box, Jira, Salesforce, and AWS.