Technical Support Specialist

Description

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

About Aidoc

Aidoc helps health systems deliver smarter and faster care when it matters most. Its mission is to transform patient outcomes through ‘always on’ clinical AI eliminating preventable care gaps that lead to loss of lives and disabilities. Through our proprietary aiOS™ platform Aidoc seamlessly integrates real-time intelligence into provider workflows helping physicians make faster clinical decisions for over 45 million patients a year. With the most FDA-cleared AI solutions in its category and deployments across 150+ health systems globally Aidoc elevates the physician and patient experience.

Backed by General Catalyst Square Peg NVentures (NVIDIA’s venture arm) and four major U.S. health systems Aidoc has raised $370 million to date including a recent $150 million round to accelerate development of CARE™ its clinical-grade foundation model.

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.