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Technical Support Advocate I

Included Health· Ops/Member Care – Member Care
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RemoteContractPosted 5d ago

About the role

The Product Support Specialist assists Included Health members with mobile and web app issues, login/eligibility issues, and outages, while supporting engineers and handling high-volume inbound/outbound calls and live chats.

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

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.

Skills

Required:Customer serviceTechnical supportCommunication
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Included Health

Designed to treat you better.™

Included Health delivers personalized virtual care, navigation, and cost-saving healthcare solutions for employers, health plans, and members.

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