Technical Support Specialist - Level 2

Summary

Join DoseSpot, a PE-backed start-up and leader in electronic prescribing software, as a Technical Support Specialist, Level 2. You will provide secondary support and technical ownership of new customer integrations, leveraging your understanding of APIs, SQL databases, and internet-based applications. This role requires strong problem-solving and communication skills, along with experience in technical software support and customer service. You will work closely with the Level 1 support team, providing guidance and coaching. DoseSpot offers a remote work environment with a flexible schedule, generous leave, comprehensive health insurance, 401k matching, and other perks to support work-life balance.

Requirements

• Associate’s degree in software or other technical related field
• 2+ years of Technical Software/IT Support experience in a customer facing role, providing exceptional customer service
• Proficient in the use of Microsoft Office Suite and Salesforce as a case management tool
• Must have strong understanding of and experiencing working within the technical aspects of APIs
• Experience using Postman and a SQL database is required
• Experience creating and enhancing troubleshooting and training documentation
• 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

Responsibilities

• Effectively troubleshoot and resolve cases escalated by the Technical Support Level 1 team that require additional technical understanding of the application and its systems
• 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
• Leverage programs, documentation, and partner with the Development team to find solutions for escalated issues or submit the issue for further research
• Provide feedback and coaching to the Level 1 Support team to increase application and systems knowledge and implement best practice processes for escalations
• Provide additional technical expertise on client phone calls to support Technical Support L1, Implementation, or Account Management

Preferred Qualifications

Experience with programming languages (C++, Python, HTML, CSS) preferred

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