Technical Support Advocate I

🔥 17 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Included Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

☁️ SaaS

👥 HR Tech

Healthcare • SaaS • HR Tech

Included Health is a healthcare technology company that delivers personalized, employer- and health-plan-focused primary, urgent, and behavioral health care through a single app and a network of virtual and in-person services. It blends AI-driven tools and human care teams to provide 24/7 care coordination, billing and claims advocacy, second opinions from leading specialists, and mental-health support, with the goal of lowering employer healthcare costs and improving member experience and inclusivity.

📋 Description

• Answer members' calls, emails, and live chats regarding technical issues, support, and product-related issues • Build positive relationships through exceptional customer service • Meet daily qualitative and quantitative targets and achieve service, productivity, and quality objectives • Identify and escalate priority issues through established workflows • Provide support to Expert users on the proprietary application • Track issues through a ticket queue and ensure prompt resolution • Meet established performance metrics • Support members with mobile and web app issues, login/eligibility issues, escalations, and outages • Work with physicians to ensure they have the support needed to deliver care • Manage a large volume of inbound and outbound calls and live chats

🎯 Requirements

• 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, and Atlassian tools • Strong prioritization skills • 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 ability to support users • Extensive experience working with Windows and Mac OS • No heavy lifting expected, though occasional exertion of about 20 lbs. of force may be required • Good manual dexterity required to use common office equipment