Technical Support Advocate I

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Description

The Product Support Specialist is responsible for multiple areas of the member experience. Wesupport our members that are having product technical issues in every way possible, as well as work with our staff of physicians to ensure theyhave the necessary support to deliver stellar care. In this fast-paced role, your primary responsibilitieswill 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. 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 re

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