Team Lead, Technical Support - Level 2

| Dedham, MA, USA
Employer Provided Salary: 90,000-136,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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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.

  • Title – Technical Support Specialist - Level 2, Team Lead 

  • Department – Technical Support 

  • Reports to – Director, Customer Success & Support 

  • Level – PL – 5 | Team Lead (For more info on our levels, please read here)

  • Employment Status – Full-time

  • FLSA Status – Exempt

  • Location – Remote 

What we are looking for 

We are hiring a Technical Support Specialist, Level 2, Team Lead to help manage this fast paced team. The level 2 team provides secondary support And technical ownership of new customer integrations. You will have an understanding of basic internet-based applications, APIs, and background systems such as SQL databases. Our work environment is team focused, flexible, and collaborative and we are looking for a team player who is customer focused, can provide efficient and effective resolutions, and understand the importance of meeting or exceeding our clients’ expectations. In addition, you will have some prior experience leading an engaged and active team of technical support representatives, developing processes, managing workloads, and building cross-departmental relationships. These skills will both solve customer’s immediate implementation requirements and build a lasting customer relationship. 

 

What you’ll do 

  • Lead the Level 2 Support team by helping to develop KPis, define new processes and workflows, build out documentation, and ensure the team has a balanced workload.

  • Be an active member of the team, assisting on difficult cases, engaging other teams, and owning your own workload, this is a working lead role 

  • Serve as technical owner for new customer integrations by providing guidance on install, update, and basic connectivity between customer systems and DoseSpot for successful implementation.

  • Support new customer integrations to the DoseSpot platform, which includes testing, troubleshooting, support, and solution presentation for seamless operation within the client’s software platform

  • Supports cases escalated by the Level 1 Support team that require additional technical understanding of the application and its systems

  • Leverage programs, documentation, and partner with the Development team to find solutions for escalated issues or submit the issue for further research 

 

 

Recommended Minimum Qualifications: Education and Experience: or any equivalent combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the key responsibilities of the job.  

  • Associate’s Degree in Software or a Technical related field; or equivalent experience with a minimum of two (2) years of Technical Software/IT Support experience in a customer facing role

  • At least two (2) years experience leading a technical team, preferably in a customer-facing support capacity 

  • Desire to assist with and improve trouble-shooting documentation

  • Ability to utilize a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk)

  • Experience using Postman and a SQL database is required

  • Experience with programming languages (C++, Python, HTML, CSS) is a huge plus as it will be helpful when addressing technical questions with customers

  • Strong problem-solving skills

  • Excellent verbal and written communication and presentation skills

  • Ability to provide quick and accurate updates and solutions

  • Detail oriented with the ability to multitask and manage time in in a fast-paced, ambiguous environment

  • Ability to effectively transfer knowledge to others, both internally to colleagues and externally to our customers

 

You’ll enjoy this role if: 

  • Working in a team, collaborating with others 

  • Developing a skilled team of players 

  • Helping to organize and sustain a high visibility team 

  • Digging into problems and working to resolve them for our customers 

You probably won’t enjoy this role if: 

  • Working independently on projects 

  • Working directly with customers 

  • Managing projects, tasks, or team-based objectives 

Benefits: 

🌍90+ person remote work environment with flexible scheduling to encourage work-life balance 

✈️Remote Team Offsite 

🤑Competitive compensation plus yearly bonuses 

🌴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% Company paid premiums for Medical, Dental, Vision, STD, LTD, AD&D, and Life insurance for you and your family, plus a Company funded FSA & HRA of up to $2,000 annually 

💰401(k) Company Match plus a Company Contribution for all team members each year to help build financial security even if they can’t participate right now 

💸Generous Workspace Reimbursement – to help you optimize your remote workspace 

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

Sponsorship:

All applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa.

DoseSpot is an equal opportunity employer and we value diversity and inclusion. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation on the basis of race, color, ancestry, national origin, religion, sex (including sexual orientation, transgender status, and gender identity), pregnancy (including childbirth, lactation, and related medical conditions), age (40 or older), physical or mental disability, genetic origin, military service, veteran status, or any other protected status by federal, state, or local laws.  

Applicants have rights under Federal Employment Laws: 

  • Family and Medical Leave Act (FMLA) [https://www.dol.gov/agencies/whd/posters/fmla]; 

  • Equal Employment Opportunity (EEO) [https://www.dol.gov/agencies/ofccp/posters]; and 

  • Employee Polygraph Protection Act (EPPA) [https://www.dol.gov/agencies/whd/posters/employee-polygraph-protection-act

Compensation Range: $90K - $136K

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • CSSLanguages
    • dotnetLanguages
    • JavascriptLanguages
    • SassLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ModemizrLibraries
    • ReactLibraries
    • ASP.NETFrameworks
    • DockerFrameworks
    • OAuthFrameworks
    • TerraformFrameworks
    • Vue.jsFrameworks
    • Microsoft SQL ServerDatabases
    • Microsoft AzureServices
    • PendoAnalytics
    • FigmaDesign
    • MiroDesign
    • JIRAManagement
    • Azure DevOpsManagement
    • ProductBoardManagement
    • WordpressCMS
    • DocuSignCRM
    • SalesforceCRM
    • Salesforce CPQCRM
    • Salesforce PardotCRM
    • ZohoCRM
    • ApolloLead Gen
    • ZoomInfoLead Gen
    • Microsoft TeamsCollaboration
    • SlackCollaboration
    • ZoomCollaboration
    • DonutCollaboration
    • NotionCollaboration
    • NotionProject Management

An Insider's view of DoseSpot

What does your typical day look like?

In my current role, I partner with clients on their integration and onboarding requests, taking action on escalated support cases, and assisting the Sales team with their new acquisitions.

Sean

Technical Sales Support Specialist - Level 2

How does the company support your career growth?

I am now the Level 1 Support Team Lead here at DoseSpot. I have been happily working here for almost two years. My journey here has been fantastic. I feel I’ve been giving the right space and new role to grow and shine in a way that feels authentic to me. I’ve been given tips and fun tools to help me grow in a leadership position.

Naomi

Technical Support Specialist, Level 1 Lead

How do your team's ideas influence the company's direction?

The culture at DoseSpot promotes everyone to speak up and share their ideas. Ideas surfaced by my team have impacted our strategy and our product roadmap. We all bring something unique to the table and I’m grateful to be part of an open-minded, adaptable community that encourage everyone to share their viewpoints.

Ruksi

Chief of Staff

What are DoseSpot Perks + Benefits

Culture
Volunteer in local community
Open door policy
Employee-led culture committees
Employee awards
Flexible work schedule
We offer a flexible work schedule where you can work based on your current time zone, as long you are attending required meetings, being productive, and managing your time wisely.
Remote work program
All employees are able to work remotely in the US.
Diversity
Highly diverse management team
Health Insurance + Wellness
Flexible Spending Account (FSA)
$500 employer contribution for FSA $1,500 employer contribution for HRA
Disability insurance
Dental insurance
100% employer paid dental insurance
Vision insurance
100% employer paid vision insurance
Health insurance
100% employer paid health insurance
Life insurance
Employer sponsored
Mental health benefits
Financial & Retirement
401(K)
To help all team members build financial security even if they can’t afford to participate, DoseSpot contributes $2k annually to all full time and part time team members.
401(K) matching
DoseSpot matches 401(k) contributions up to 3% with no maximum.
Performance bonus
Pay transparency
Child Care & Parental Leave
Generous parental leave
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Company-sponsored outings
As a remote team, it's super important to us to connect in person and spend some quality time as a team! We have one annual company-wide meet-up each year where all of us connect for three days.
Company-sponsored happy hours
Home-office stipend for remote employees
Professional Development
Job training & conferences
Promote from within

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