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Team Lead, Technical Support

4 months ago

Dedham, Massachusetts, United States DoseSpot Full time

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) [];
  • Equal Employment Opportunity (EEO) []; and
  • Employee Polygraph Protection Act (EPPA) []

Compensation Range: $90K - $136K