Technical Support Specialist

  • Customer Service
  • Remote

Included Health


Required Skills/Abilities:

    • Call center experience related to pharmacy or health care platform
    • Exceptional customer service skills
    • Experience working with web based systems
    • Ability to type 50+ WPM
    • Must be able to conduct video meetings with clinicians
    • Must be able to work holidays, nights and weekends in support of multiple time-zones


    • Respond to calls, emails, and live chats from members & physicians regarding scheduling, prescriptions and other health care coordination needs
    • Provide support to physician staff, to ensure patients obtain the appropriate care in a timely manner
    • Identify and escalate priority issues that need immediate attention via established workflows
    • Provide technical troubleshooting to physicians and members
    • Work autonomously with minimal supervisory oversight
    • Solve problems and provide scalable solutions to our desktop users
    • Resolve issues for the Patient Care Team on our proprietary application
    • Provide support to our Expert users on our proprietary application
    • Track issues through a ticket queue and ensure prompt resolution
    • Manage software tools for our Patient Care team
    • Responsible for meeting established performance metrics
    • Other duties as assigned

Job information can change without notice

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