Technical Support Advocate I

Included Health

. Answer members' calls, emails, and live chats regarding technical issues, support, and product-related issues .

Posted 10/19/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical support capabilities with proficiency in Mac OS and Windows, alongside effective communication skills to assist users with technical issues. Proven ability to meet performance metrics and manage high volumes of customer interactions in a fast-paced environment.

Highest-signal resume keywords

Technical Support ExperienceProficiency With Mac OS And WindowsCloud-Based Platforms FamiliarityEffective Communication SkillsCritical Thinking And Root-Cause Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportRoot-Cause AnalysisTyping 50+ WPMPerformance Metrics ManagementCustomer ServiceTroubleshootingIssue TrackingProduct KnowledgeDesktop SupportVideo Meeting Conduct

Soft Skills

Strong Prioritization SkillsTerrific Deskside MannerAbility To Translate Technical TerminologyEffective CommunicationAdaptability In Fast-Paced Environments

Tools & Technologies

Google GSuiteBoxJiraSalesforceAWSAtlassian Tools

Industry Keywords

Customer Focused PositionTechnical KnowledgeInbound And Outbound CallsLive ChatsMobile And Web App Support

Tech Stack

Tools & technologies

AWSCloud

About the role

Key responsibilities & impact

Answer members' calls, emails, and live chats regarding technical issues, support, and product-related issues
Build positive relationships through exceptional customer service
Meet daily qualitative and quantitative targets and achieve service, productivity, and quality objectives
Identify and escalate priority issues through established workflows
Provide support to Expert users on the proprietary application
Track issues through a ticket queue and ensure prompt resolution
Meet established performance metrics
Support members with mobile and web app issues, login/eligibility issues, escalations, and outages
Work with physicians to ensure they have the support needed to deliver care
Manage a large volume of inbound and outbound calls and live chats

Requirements

What you’ll need

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, and Atlassian tools
Strong prioritization skills
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 ability to support users
Extensive experience working with Windows and Mac OS
No heavy lifting expected, though occasional exertion of about 20 lbs. of force may be required
Good manual dexterity required to use common office equipment