Title - Technical Support Specialist Level 1 Department - Technical Support Reports to - Technical Support Level 1, Team Lead Level - IC-2 (Developing) Employment Status - Full-time FLSA Status - Non-exempt Location - Remote Requires at least one weekend shift per month and one holiday per year. This role will be covering a shift of 9 am-5:30 pm EST.
PE backed start-up, DoseSpot is a dynamic and innovative leader in the electronic prescribing software market. At the intersection of the software and healthcare industries, we are on a hyper-growth curve. We need great team members to capitalize on these opportunities and improve the healthcare experience for patients and doctors alike. DoseSpot has 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.
What we are looking for: We are hiring a Technical Support Specialist, Level 1 to provide first level support to our customers, physicians and nurses, and their end users so that they may spend more time with patients and less time writing prescriptions. 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.
What you'll do:

• Accept incoming phone support calls, support emails, and inbound support cases via our customer community portal
• Work with customers to gather information, request pertinent details, and assess issues
• Leverage various tools, documentation, and knowledge bases to assist customers with finding a resolution or escalating the case to a secondary level of support
• Utilize available documentation to understand the DoseSpot software applications

Requirements: 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 Software/IT Support experience in a customer facing role
• Proficient in the use of Microsoft Office Suite
• 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)
• Strong problem-solving skills
• Excellent verbal and written communication and presentation skills
• Ability to provide quick and accurate updates and solutions to customers
• Detail oriented with the ability to multitask and manage time in in a fast-paced, ambiguous environment
• Must be able to work independently while being a proactive team member

You'll enjoy this role if:

• You enjoy working with customers and utilizing problem solving skills to solve an array of issues for them
• You want to learn more about technology and the impact it has on customers

You probably won't enjoy this role if:

• You don't want to define and revamp new processes
• You don't enjoy solving ambiguous issues

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, go to https://www.dosespot.com/careers#benefits
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]