Technical Support Specialist - Level 2
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:
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
Qualifications:
Education:
Associate’s degree in software or other technical related field
Experience:
2+ years of Technical Software/IT Support experience in a customer facing role, providing exceptional customer service
Experience with programming languages (C++, Python, HTML, CSS) preferred
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
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 race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
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Join DoseSpot, a PE-backed start-up and a leader in the electronic prescribing software market, as a Technical Support Specialist - Level 2! At DoseSpot and its subsidiary, pVerify, we're at the cutting edge of software solutions in the healthcare industry, where our mission is to enhance the experience for both patients and doctors. We're currently on an exciting growth trajectory and are eager to welcome a passionate Technical Support Specialist who can provide secondary support and take charge of new customer integrations. As part of our fun and dynamic team, you’ll be vital in troubleshooting and resolving complex technical issues that arise in our software applications. With your knowledge of internet-based applications, APIs, and SQL databases, you’ll not only solve immediate challenges but also nurture lasting relationships with our valued customers. Your role will include guiding customers through installations and updates, collaborating with the Development team on escalated issues, and sharing your expertise with the Level 1 Support team. If you're a customer-focused problem solver who thrives in a dynamic work environment and is ready to make a meaningful impact in healthcare, DoseSpot is the perfect place for you!
By
DoseSpot
DoseSpot exists to power safer, more efficient, and more flexible care delivery for innovators in healthcare by offering the industry’s best cloud-based e-prescribing workflow solution.
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