[Remote] Technical Support Specilaist L2
Note: The job is a remote job and is open to candidates in USA. DoseSpot is a dynamic leader in the electronic prescribing software market, seeking a Technical Support Specialist, Level 2 to provide advanced technical support. This role involves troubleshooting complex issues, collaborating with various teams to enhance service quality, and ensuring customer satisfaction and retention.
Responsibilities
- Effectively troubleshoot and diagnose issue root cause and communicate issue details to both internal and external stakeholders
- Support in the development and documentation of processes and best practices to provide support for customers and product end users
- Demonstrated ability to effectively explain technical issues to non-technical audiences
- Manage multiple points of connect (email, phone, case, chat) and multiple cases and/or projects simultaneously, communicating both updates and in-depth solutions as situations require
- Mentor and support level 1 and level 2 technical support specialists
- Where appropriate, propose, plan and own new feature requests, internal and external documentation and system trainings
Skills
- Typically requires a minimum of 5 years of related experience with a Bachelor's degree; or equivalent work experience
- Proficient in the use of Microsoft Office Suite
- Desire to assist with and improve trouble-shooting documentation
- Experience using a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk)
- Proficiency using developer tools, Postman and writing SQL queries is required
- Superb problem-solving skills working on mission critical Software as a Service
- Excellent verbal and written communication and presentation skills
- Prior work with Azure DevOps and/or equivalent experience with similar tools (Jira, etc)
- Detail oriented with the ability to multitask and manage time in in a fast-paced, ambiguous environment
- Empathy in your approach to work, and passion for delivering excellent customer experiences
- Ability to effectively transfer knowledge to others, both internally to colleagues and externally to our customers
- Must be able to work independently while being a proactive team member
- Experience with programming languages (C++, Python, HTML, CSS) is a huge plus as it will be helpful when addressing technical questions with customers
- Experience in healthcare IT, medical information systems and/or EHRs within Hospital, Clinical, Biotech, medical device, or Pharma verticals a plus
- Experience partnering across global teams and/or working in a distributed remote environment is a plus
Benefits
- 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
Company Overview
- E-Prescribing Integration Services It was founded in 2009, and is headquartered in Boston, Massachusetts, USA, with a workforce of 51-200 employees. Its website is http://www.dosespot.com.
Company H1B Sponsorship
- DoseSpot has a track record of offering H1B sponsorships, with 4 in 2025, 1 in 2023, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role.
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