Technical Support Specialist

Job Summary:

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.

Duties/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 Skills/Abilities:

• Exceptional customer service skills
• 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 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
• Working on holidays, weekends, evenings, and being on-call may be part of the shift.
• On-Call Rotation (1 week every 20 weeks FTE only)
• Working Weekends and PST zone

Education and Experience:

• High school diploma or equivalent.
• At least two years related experience required.
• Terrific deskside manner; and an ability to support users
• Proficiency with Mac OS, and Windows
• Understanding and familiarity with cloud based platforms: Google GSuite, Box, Jira, Salesforce, and AWS.