Technical Support Advocate I
Core
Assist Included Health members and physicians with mobile/web app issues, login/eligibility problems, and technical escalations via phone, email, and live chat.
Role type
Technical Support Specialist (Call Center)
Builds
Member experience and physician support for Included Health's digital products
Domain
Healthcare technology
Deliverable
client delivery
Required skills
Technical troubleshooting, root-cause analysis, ticket queue management, cloud platform familiarity (GSuite, Box, Jira, Salesforce, AWS), Mac/Windows proficiency, fast typing (50+ WPM), critical thinking
Preferred skills
Prior experience in tech support or desktop support, ability to translate technical terminology, strong prioritization
Technologies
Google GSuite, Box, Jira, Salesforce, AWS, Mac OS, Windows
Responsibilities
Answer member calls, emails, and live chats regarding technical issues; escalate priority issues; track issues through ticket queues; meet performance metrics; provide support to expert users on proprietary applications
Seniority
Entry to Mid-level, hands-on IC