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 internet applications, APIs, and SQL databases. The role requires troubleshooting and resolving escalated cases, serving as the technical owner for new customer integrations, and providing guidance on installation, updates, and connectivity. You will also provide feedback and coaching to the Level 1 Support team. This position offers a remote work environment with a flexible schedule, along with comprehensive benefits including health insurance, 401k matching, paid time off, and more. DoseSpot is an Equal Opportunity Employer.

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