About this Technical Support Advocate I role at Includedhealth
Responsibilities:
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Responsible for answering members' calls, emails, and live chats regarding Technical Issues, Support, and other issues related to product.
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Build positive relationships by going above and beyond with customer service, ensuring that all questions and issues are handled appropriately.
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Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
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Identify and escalate priority issues that need immediate attention via established workflows
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Provide support to our Expert users on our proprietary application
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Track issues through a ticket queue and ensure prompt resolution
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Responsible for meeting established performance metrics
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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
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Prior experience in tech support, desktop support, or a similar role.
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Good written and verbal communication and ability to type 50+ WPM
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Proficiency with Mac OS, and Windows
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Understanding and familiarity with cloud based platforms: Google GSuite, Box, Jira, Salesforce, AWS, Atlassian tools
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Strong prioritization skills to ensure the highest levels of support to the business and each user
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Effective communication skills with the ability to translate technical terminology to simple terms
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Ability to think critically and conduct root-cause analysis
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Experience working in a fast-paced, ambiguous, and technical environment
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Must be able to conduct video meetings
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Terrific deskside manner; and an ability to support users
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Extensive experience working with different operating systems including Windows and Mac OS
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Understanding and familiarity with cloud based platforms: Google GSuite, Box, Jira, Salesforce, and AWS.
Physical/Cognitive Requirements:
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No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and computer / laptops) may be required.
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Good manual dexterity required to use common office equipment (e.g., computers, laptop, and mobile devices).
