Greylock Technical Support Advocate I
Responsibilities:
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Responsible for answering members' calls, emails, and live chats regarding Technical Issues, Support, and other issues related to product.
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Build positive relationships by going above and beyond with customer service, ensuring that all questions and issues are handled appropriately.
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Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
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Identify and escalate priority issues that need immediate attention via established workflows
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Provide support to our Expert users on our proprietary application
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Track issues through a ticket queue and ensure prompt resolution
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Responsible for meeting established performance metrics
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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
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Prior experience in tech support, desktop support, or a similar role.
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Good written and verbal communication and ability to type 50+ WPM
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Proficiency with Mac OS, and Windows
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Understanding and familiarity with cloud based platforms: Google GSuite, Box, Jira, Salesforce, AWS, Atlassian tools
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Strong prioritization skills to ensure the highest levels of support to the business and each user
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Effective communication skills with the ability to translate technical terminology to simple terms
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Ability to think critically and conduct root-cause analysis
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Experience working in a fast-paced, ambiguous, and technical environment
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Must be able to conduct video meetings
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Terrific deskside manner; and an ability to support users
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Extensive experience working with different operating systems including Windows and Mac OS
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Understanding and familiarity with cloud based platforms: Google GSuite, Box, Jira, Salesforce, and AWS.
Physical/Cognitive Requirements:
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No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and computer / laptops) may be required.
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Good manual dexterity required to use common office equipment (e.g., computers, laptop, and mobile devices).
Skills
As published by lever · 11 questions
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Other website
Short answers (1)
- Please enter your zip code:
Pick from a list (10)
- Are you legally authorized to work in the U.S.?
- Will you now or in the future require sponsorship for employment visa status (e.g. H-1B status)?
- Have you previously worked for Grand Rounds, Included Health, or Doctor on Demand as a permanent or temporary employee?
- Have you previously worked for FireFly as a permanent or temporary employee?
- I acknowledge that all information regarding the company, including its business, products, services, financial data, and trade secrets, disclosed during the interview process is confidential. I agree not to disclose, use, or reproduce this information except to evaluate employment with the company. I understand and agree that this confidentiality obligation is legally binding and remains in effect indefinitely, regardless of whether I am offered or accept a position.
- Do you consent to receive text (SMS) communications from Included Health recruiters regarding this application and related job‑relevant updates? Opting in does not guarantee that you will be contacted via text. Message Frequency will vary. Msg & data rates may apply. Reply HELP for help or STOP to cancel. optional
- Do you have at least 1 to 3 years of experience in a customer-focused role that required technical knowledge of a company's products and services? optional
- Do you have prior experience working in technical support, desktop support, or a closely related IT/helpdesk role? optional
- This role requires managing a high volume of live chats, emails, and phone calls. Are you comfortable working in a fast-paced call center environment with daily productivity and quality metrics? optional
- Which of the following cloud-based platforms or tools do you have professional familiarity or experience with? (Select all that apply) optional