What are the responsibilities and job description for the Tech Support Specialist position at Advocate?
Advocate is a mission-driven organization helping people access the government benefits and support they deserve. We combine expert advocacy with technology to streamline complex processes for claimants.
We’re looking for a Tech Support Specialist who thrives on problem-solving, enjoys troubleshooting, and can build systems that prevent issues before they occur. This role is critical to keeping our day-to-day operations running smoothly while also helping us scale for the future.
\n- Daily Troubleshooting & Support (50%)
- Diagnose and resolve day-to-day technical issues such as: Broken or missing e-signature integrations, Workflow statuses not updating correctly, Medical records, case artifacts, or other files getting stuck in the system.
- Monitor daily reports and logs for errors.
- Serve as the first line of support for internal teams experiencing operational tech issues.
- Escalate and coordinate fixes with engineering as needed.
- Onboarding & IT Support (20%)
- Set up accounts, access, and tools for new hires.
- Maintain software licenses and user permissions across platforms.
- Provide basic IT support for staff (e.g., troubleshooting email, Slack, Salesforce, etc.).
- Systems & Process Improvement (30%)
- Analyze recurring issues and implement improvements to reduce future problems.
- Collaborate with operations and engineering to design scalable, reliable systems.
- Create documentation and internal guides to streamline troubleshooting and onboarding.
- Experience: 2–4 years in a technical operations, IT, or support engineering role.
- Skills:
- Strong troubleshooting ability across SaaS systems (CRM, workflow tools, integrations).
- Comfortable navigating and fixing issues in Salesforce or similar platforms.
- Basic IT support knowledge (identity management, access provisioning, device/software troubleshooting).
- Mindset:
- Problem-solver who enjoys “fixing what’s broken” as much as preventing it from breaking again.
- Detail-oriented but able to see the bigger picture when designing processes.
- Thrives in a fast-paced, mission-driven environment.