Technical Support Specialist – Level 2, pVerify

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 are delivered on time and without error.

What we are looking for:

As a customer facing member of the Support Team, the Technical Support Specialist – Level 2 is a strong analytical problem solver and an excellent communicator who is committed to achieving positive outcomes for customers and our business. You are a curious person who is great at troubleshooting issues and seeing them through to resolution. You are a critical thinker who multi-tasks across various projects, mentors team members, and demonstrates command of technical and industry knowledge. You’ll join a growing customer success team with opportunities to develop processes and contribute to scalable success strategies. With an additional focus on supporting API clients, you will work to resolve issues and drive the adoption of pVerify’s suite of products. You will leverage deep knowledge of pVerify’s API products as well as strong commitment to Client experience. You will also support the pVerify Sales and Implementation teams through driving solution design consulting engagements for prospective customers with more complex business requirements.  

What you’ll do:

• Partner with clients to understand their business needs and objectives and resolve issues to strengthen client trust

• Conduct in depth end user and new hire training 

• Effectively troubleshoot and diagnose issue root cause and communicate issue details to both internal and external stakeholders  

• Respond to customer queries in a timely and accurate way, via phone, email, or chat 

• Mentor and support level 1 and level 2 technical support specialists on the India Operations support team 

• Act as main point of contact for all API related technical questions across pVerify teams 

• Assist in the development and documentation of processes and best practices to provide support for customers and product end users  

• Consult with Sales and Account Management teams to provide solution options based on customer business and technical requirements 

• Generate Statements of Work (SOWs) for solution design engagements, in collaboration with Sales, Implementation, and Product, based on customer business and technical requirements  

Requirements:

• Minimum of five (5) years of Operations, Customer Support, or similar role experience with prior experience in mentoring and coaching teams

• Ability to effectively explain technical issues to non-technical audiences

• Excellent communication skills (oral, written, and presentation) and experience with adapting communication styles to various cultural contexts 

• Must have strong understanding of and experiencing working within the technical aspects of APIs  

• Proven experience partnering with a variety of stakeholders (internal and external) of varying levels of seniority 

• Strong problem-solving, analytical, and decision-making skills 

• Proficiency in Salesforce and Microsoft Office Suite 

• Ability to operate in a fast-paced start-up environment and adapt to changing priorities and demands 

• Self-motivated and ability to make quick and thoughtful decisions 

Benefits & Perks: 

🌍Remote work environment with flexible scheduling to encourage work-life balance

✈️Remote Team Offsite 

🌴A 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 

💙100% paid premiums for health insurance for you and your family, plus a company funded FSA & HRA

💰401(k) company Match plus an annual discretionary contribution

💸One-time Workspace Reimbursement to help you optimize your remote workspace 

🔗For more information on our benefits, please visit our benefits page.

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.