Aidoc
About the Role
POSITION SUMMARY:
We are seeking a talented, tech-oriented individual to join our Support team as a Support Specialist.
The team is responsible for providing excellent support to our globally-based clients, and handles requests via various communication channels, working on triage, providing high-quality responses, and escalating complicated requests in the production environment.
The Support Specialist will play a crucial role in coordinating all production incidents and handling proactive alerts. Some alerts will be resolved by the Support Specialist, while others will be escalated to other teams.
This is an excellent opportunity for technology enthusiasts who would like to start their journey in the tech industry.
Responsibilities
- Working to resolve all escalated incoming client issues by phone, email within defined SLAs
- Filtering support tickets, prioritizing and escalating the most impactful, complex issues, and managing them directly with the engineering teams
- Documenting issue statuses and providing updates to management
- Developing, documenting, and maintaining standard operating procedures, best practices, and customer service guidelines with the global Support department
- Enabling the global Support department and being a focal point for knowledge transfer within the department
Requirements
- 1+ years of experience in technical support
- Knowledge and experience with SQL
- Experience in navigating complex support scenarios
- Customer-oriented and exceptional interpersonal skills
- Excellent analytical and problem-solving skills
- Self-starter, with experience within a start-up environment
- Experience working cross-functionally with engineering teams
- Experience working with Monday.com, Zendesk, Slack
Working at Aidoc
We’re a dynamic, collaborative and fast growing team of more than 400 global employees, committed to improving the world of healthcare. We’re looking for mission-driven people excited to do transformative work.
We have offices in Barcelona, Tel Aviv and New York City, but Aidoc is a remote-first workplace.
What we offer:
- A range of medical, dental and vision benefits
- Stock options for all full-time employees
- 20 days of paid vacation, plus sick days and holidays
- A 401(k) plan, life insurance, plus long and short term disability
- The opportunity to directly improve medical care and impact patient outcomes