Technical Support Advocate I

Team: Member Care

Location: Remote

Commitment: Contractor

Workplace Type: remote

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).