A remote role at Included Health.
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Original listing text, shown exactly as published by the company.
Ticket Management & Client Support
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Monitors and responds to Included Access tickets within established SLA timeframes
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Triages incoming tickets and routes to appropriate team members when necessary
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Owns tickets from assignment to closure
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Provides detailed documentation and status updates for all ticket activities
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Maintains comprehensive ticket logs and resolution tracking
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Ensures all direct client and internal communications are professional, accurate, and timely
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Follows up on open tickets to ensure timely resolution and client satisfaction
Cross-Functional Issue Management & Escalation
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Opens JIRA tickets and other internal tracking systems for issues requiring cross-functional support
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Actively follows up on all internal tickets through to resolution, maintaining accountability for outcomes
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Drives collaboration across departments for timely issue and ticket resolution
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Escalates tickets that are not receiving appropriate action within reasonable timelines to management
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Maintains detailed tracking of escalated issues and communicates status updates to relevant stakeholders internally and externally
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Identifies tickets requiring client-facing activities, consulting expertise, or larger project planning and moves these tickets to appropriate queues for reassignment to Implementation Consultants or Project Managers
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Ensures proper handoff documentation when assigning tickets to other teams or specialists
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Monitors reassigned tickets to ensure appropriate progress toward resolution
System Configuration & Technical Support
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Performs system configurations using the HUB and other internal tools as assigned
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Executes configuration changes based on Implementation Consultant and Project Manager specifications
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Creates and manages tasks in project management tools to ensure comprehensive documentation and tracking
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Supports technical integrations and data setup activities
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Maintains accuracy and attention to detail in all system configuration work
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Documents configuration changes and maintains system setup records
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Troubleshoots issues and coordinates resolution with appropriate teams
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Serves as a resource for technical questions
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Participates in team meetings and provides input on process improvements
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Supports knowledge transfer activities and documentation maintenance
Documentation & Knowledge Management
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Maintains accurate and comprehensive documentation for all activities
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Contributes to knowledge base articles and troubleshooting guides
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Ensures all client interactions are properly documented in appropriate systems
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Maintains organized records of configurations, changes, and resolutions
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Supports training materials development and process standardization efforts
Performance Management & Continuous Improvement
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Consistently meets individual and team goals for ticket resolution times and quality metrics
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Maintains high accuracy rates in system configurations and client communications
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Contributes to team goals for client satisfaction and internal stakeholder satisfaction scores
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Identifies opportunities for process improvement and efficiency gains
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Participates in process improvement initiatives and implements recommended changes
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Stays current with system updates and new functionality
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Provides feedback on tools and processes to enhance team effectiveness
Operational Excellence
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Manages workload effectively to ensure consistent service delivery across multiple clients
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Maintains professional demeanor and service quality during high-volume periods
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Follows established processes and procedures while identifying improvement opportunities
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Supports training and onboarding of new team members
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Participates in team activities and contributes to positive team culture
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Demonstrates flexibility and adaptability to changing business needs and priorities
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3+ Years of experience in SAAS client support or technical implementation (healthcare/healthcare tech preferred)
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2+ Years hands-on experience with system configuration and client ticketing systems
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Experience working with internal configuration tools and client support platforms
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Strong technical aptitude with ability to learn proprietary systems quickly…
Included Health
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85 open roles on Sydicom
Included Health is a virtual care and healthcare navigation company that connects members to medical and behavioral health specialists. They offer integrated digital health solutions designed to simplify access to high-quality care and improve health outcomes.
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