Technical Support Advocate I

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.

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.

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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.

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 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).