Sobre esta vaga de Technical Support Advocate I na Includedhealth
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).
