Technical Support Advocate I

Doctor on Demand; United States; Remote; USD 28.000 - 41.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

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

Ausbildung

High school diploma or equivalent

Tools

GA/Cloud tools none

Jobbeschreibung

The Product Support Specialist 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.

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 elevate 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 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 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.

Physical/Cognitive Requirements:

• 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).

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.