Technical Support Specialist

Description

Aidoc is recruiting a Support Specialist in the US. Join our team!

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 are seeking a talented, tech-oriented individual to join our Support team as a Support Specialist.

The team is responsible for providing excellent support to our globally-based clients, and handles requests via various communication channels, working on triage, providing high-quality responses, and escalating complicated requests in the production environment.

The Support Specialist will play a crucial role in coordinating all production incidents and handling proactive alerts. Some alerts will be resolved by the Support Specialist, while others will be escalated to other teams.

This is an excellent opportunity for technology enthusiasts who would like to start their journey in the tech industry.

The work is in shifts and will include both standard office hours and evenings in Pacific Time. The role requires work on Saturdays, Sundays and some holidays.

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+ years 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, with experience within a start-up environment
• Experience working cross-functionally with engineering teams 
• Experience working with Monday.com, Zendesk, Slack

Working at Aidoc

We’re a dynamic, collaborative and fast growing team of more than 400 global employees, committed to improving the world of healthcare. We’re looking for mission-driven people excited to do transformative work.

We have offices in Barcelona, Tel Aviv and New York City, but Aidoc is a remote-first workplace.

What we offer:

• A range of medical, dental and vision benefits
• Stock options for all full-time employees
• 20 days of paid vacation, plus sick days and holidays
• A 401(k) plan, life insurance, plus long and short term disability
• The opportunity to directly improve medical care and impact patient outcomes

Aidoc is deeply committed to creating an inclusive and diverse workplace, and to the principle of equal opportunity for all individuals. We prohibit harassment of any type as well as discrimination based on race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other status protected by law.