Technical Support Specialist - Level 2

ZipRecruiter; Boston (MA); Remote; USD 70,000 - 77,000; Full time

Job summary

Join a dynamic and innovative leader in the electronic prescribing software market as a Technical Support Specialist, Level 2. In this exciting role, you will leverage your technical expertise to provide secondary support for customer integrations, ensuring mission-critical prescriptions and verifications are delivered accurately and on time. You will be part of a fun and growing team, where your contributions will directly enhance the healthcare experience for patients and doctors. This role offers a remote work environment with a flexible schedule, generous leave policies, and comprehensive health benefits, making it an ideal opportunity for those passionate about technology and customer service.

Benefits

Remote work environment

Flexible work schedule

Annual company offsite

Generous leave package

Medical, dental, and vision insurance

401(k) company match

One-time workspace reimbursement

Qualifications

• 2+ years of Technical Software/IT Support experience in a customer-facing role.
• Strong understanding of APIs and technical aspects of software applications.

Responsibilities

• Troubleshoot and resolve escalated technical cases from Level 1 support.
• Provide guidance for new customer integrations and ensure successful implementation.

Skills

Problem-solving skills

Analytical skills

Communication skills

Customer service

Education

Associate’s degree in software or other technical related field

Tools

Salesforce

Postman

SQL databases

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.

About the Role:

We are hiring a Technical Support Specialist, Level 2 to provide secondary support as well as technical ownership of new customer integrations. You will have an understanding of basic internet-based applications, APIs, and background systems such as SQL databases. We are looking for a customer-focused team player who can provide efficient and effective resolutions. These skills will both solve customer’s immediate implementation requirements and build a lasting customer relationship.

Your Responsibilities:

1. Effectively troubleshoot and resolve cases escalated by the Technical Support Level 1 team that require additional technical understanding of the application and its systems.
2. Serve as technical owner for new customer integrations by providing guidance on install, update, and basic connectivity between customer systems and DoseSpot for successful implementation.
3. Leverage programs, documentation, and partner with the Development team to find solutions for escalated issues or submit the issue for further research.
4. Provide feedback and coaching to the Level 1 Support team to increase application and systems knowledge and implement best practice processes for escalations.
5. Provide additional technical expertise on client phone calls to support Technical Support L1, Implementation, or Account Management.

Qualifications:

1. Education:
   • Associate’s degree in software or other technical related field.
2. Experience:
   • 2+ years of Technical Software/IT Support experience in a customer-facing role, providing exceptional customer service.
   • Experience with programming (C++, Python, HTML, CSS).
   • Proficient in the use of Microsoft Office Suite and Salesforce as a case management tool.
   • Must have strong understanding of and experience working within the technical aspects of APIs.
   • Experience using Postman and a SQL database is required.
   • Experience creating and enhancing troubleshooting and training documentation.
3. Skills:
   • Strong problem-solving and analytical skills in solving complex technical cases.
   • Excellent communication skills (oral, written, and presentation) and experience with adapting communication styles to various audiences.

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: $70K - $77K