Tier 1 Support Specialist

Tel Aviv · Part-time · Entry-level

About Aidoc

Aidoc is a pioneering force in clinical AI. Our clinical AI imaging solutions help physicians quickly identify and diagnose urgent cases and improve patient outcomes. Built on Aidoc’s exclusive aiOS, we analyze and aggregate medical data to enable care teams to operationalize the unexpected and work seamlessly with a continued focus on the patient. Aidoc AI is always on, running in the background to change the foreground.

Our solutions are used in more than 1000 hospitals, including leading health systems in the US. Funded by some of the industry’s leading VC’s, Aidoc has raised more than $250 million to date, and was chosen as one of TIME’s 50 most genius companies.

About this role

We’re looking for talented, tech-oriented people to join our Support team who will be responsible for providing excellent support for our globally-based clients. The team gets requests from our clients via different communication channels, works on the triage, provides high-quality responses, and escalates complicated requests in the production environment. This is an excellent opportunity for technology enthusiasts that 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+ year 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, experience within a start-up environment
  • Experience working cross-functionally with product and engineering to escalate issues and thoroughly document expected behavior, current behavior and steps to replicate
  • Experience working with Monday.com, Zendesk, Slack
  • The work is in shifts

Apply for this position

AI Consultation Request
Get your complimentary consultation with an AI expert