Technical Support Specialist - Level 1

Summary

Join DoseSpot, a PE-backed start-up and leader in electronic prescribing software, as a Technical Support Specialist, Level 1. You will provide first-level support to physicians, nurses, and end-users, helping them resolve issues with our software applications. This role requires strong problem-solving and communication skills, proficiency with Microsoft Office Suite, and experience with case management tools. The position offers a remote work environment with a flexible schedule, along with comprehensive benefits including health insurance, paid time off, 401k matching, and more. We are looking for a team player who is customer-focused and dedicated to providing efficient and effective resolutions. This is an exciting opportunity to contribute to a growing company and make a positive impact on healthcare.

Requirements

• 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
• Proficient in the use of Microsoft Office Suite
• Ability to utilize a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk)
• Strong problem-solving skills
• Excellent verbal and written communication and presentation skills
• Ability to provide quick and accurate updates and solutions to customers
• Detail oriented with the ability to multitask and manage time in a fast-paced, ambiguous environment
• Must be able to work independently while being a proactive team member

Responsibilities

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

Preferred Qualifications

Desire to assist with and improve trouble-shooting documentation

Benefits

• 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