Support Specialist

United States · Full-time

About The Position

Aidoc is the market leader in Healthcare AI. We deliver the most widely used portfolio of AI solutions to help physicians prioritize life-threatening cases and improve patient outcomes. Aidoc’s solutions are in use in over 1,000 hospitals including the leading health systems in the US. Aidoc is funded by top VCs, having 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
  • 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
  • Knowledge and experience with SQL 
  • Experience working with Monday.com, Zendesk, Slack

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