The Tech Support Specialist will troubleshoot technical issues, provide IT support, improve systems, and streamline processes for internal teams.
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.
Responsibilities
- 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.
Qualifications
- 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.
Advocate (ouradvocates.com) Framingham, Massachusetts, USA Office
Framingham, MA, United States
Advocate (ouradvocates.com) Boston, Massachusetts, USA Office
888 Washington Street, Suite 102, Boston, United States
Advocate (ouradvocates.com) Natick, Massachusetts, USA Office
Natick Mall, 1245 Worcester Street, Suite 2116, Natick, United States
Advocate (ouradvocates.com) Waltham, Massachusetts, USA Office
675 Main Street, Waltham, United States
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