Technical Support Specialist - Level 1

ZipRecruiter; Boston (MA); Remote; USD 50,000 - 68,000; Full time

Job summary

Join a dynamic and innovative leader in electronic prescribing software as a Technical Support Specialist. This role offers you the chance to provide first-level support to healthcare professionals, ensuring they can focus on patient care rather than administrative tasks. You'll thrive in a collaborative environment, utilizing your problem-solving skills to resolve customer inquiries efficiently. Enjoy a flexible remote work schedule, generous leave policies, and comprehensive health benefits as you contribute to enhancing the healthcare experience. If you're passionate about technology and customer service, this opportunity is perfect for you.

Benefits

Flexible work schedule

Annual company offsite

Generous leave package

Medical, dental, and vision insurance

401(k) company match

One-time workspace reimbursement

Qualifications

• Minimum of 2 years in Software/IT Support in a customer-facing role.
• Strong problem-solving and communication skills are essential.

Responsibilities

• Provide first-level support to customers, physicians, and nurses.
• Gather information and assess issues to assist customers.

Skills

Problem-solving skills

Customer service

Communication skills

Technical support experience

Detail-oriented

Education

Associate’s Degree in Software or Technical field

Tools

Salesforce

ServiceNow

ZenDesk

Microsoft Office Suite

Job description

Job Description

PE-backed start-up, DoseSpot is a dynamic and innovative leader in the electronic prescribing software market, and its subsidiary, pVerify, is an industry leading insurance verification solution. We are on a hyper-growth curve at the intersection of the software and healthcare industries. We need great team members to capitalize on these opportunities and improve the healthcare experience for patients and doctors alike. DoseSpot and pVerify have an exciting opportunity to join a fun and growing team, benefit from strong market tailwinds, and be part of an exciting opportunity to ensure mission-critical prescriptions and verifications are delivered on time and without error.

The Role:

We are hiring a Technical Support Specialist, Level 1 to provide first level support to our customers, physicians and nurses, and their end users so that they may spend more time with patients and less time writing prescriptions. Our work environment is team focused, flexible, and collaborative and we are looking for a team player who is customer focused, can provide efficient and effective resolutions, and understand the importance of meeting or exceeding our clients’ expectations.

What you’ll do:

1. Accept incoming phone support calls, support emails, and inbound support cases via our customer community portal
2. Work with customers to gather information, request pertinent details, and assess issues
3. Leverage various tools, documentation, and knowledge bases to assist customers with finding a resolution or escalating the case to a secondary level of support
4. Utilize available documentation to understand the DoseSpot software applications

What You’ll Bring:

1. Associate’s Degree in Software or a Technical related field; or equivalent experience with a minimum of two (2) years of Software/IT Support experience in a customer-facing role
2. Proficient in the use of Microsoft Office Suite
3. Desire to assist with and improve trouble-shooting documentation
4. Ability to utilize a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk)
5. Strong problem-solving skills
6. Excellent verbal and written communication and presentation skills
7. Ability to provide quick and accurate updates and solutions to customers
8. Detail oriented with the ability to multitask and manage time in a fast-paced, ambiguous environment
9. Must be able to work independently while being a proactive team member

You’ll enjoy this role if:

1. You enjoy working with customers and utilizing problem solving skills to solve an array of issues quickly and accurately
2. You want to learn more about technology and the impact it has on customers

You probably won’t enjoy this role if:

1. You don’t want to define and revamp new processes
2. You don’t enjoy solving ambiguous issues

Benefits & Perks:

Remote work environment with a flexible work schedule to encourage work-life balance

Annual company offsite

Generous leave package including flexible time off policy that encourages team members to take time off to relax and recharge; plus 13 paid holidays, paid sick leave, and paid parental leave

Medical, dental, and vision insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose)

401(k) company match

One-time workspace reimbursement to help you optimize your remote workspace

DoseSpot is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to protected veteran status, marital status, genetic information, or any other characteristic protected by law.

Compensation Range: $50.3K - $67.1K