Support Specialist

2 days ago

Portland, Oregon, United States Aidoc Full time
About Aidoc

Aidoc is a pioneering force in clinical AI, revolutionizing the way healthcare professionals work. Our clinical AI imaging solutions enable physicians to quickly identify and diagnose urgent cases, improving patient outcomes.

Built on Aidoc's exclusive aiOS, we analyze and aggregate medical data to empower 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 over 1000 hospitals, including leading health systems in the US.

About this Role

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

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.

Responsibilities
  • Resolve all escalated incoming client issues by phone, email within defined SLAs
  • Filter support tickets, prioritize and escalate the most impactful, complex issues, and manage them directly with the engineering teams
  • Document issue statuses and provide updates to management
  • Develop, document, and maintain standard operating procedures, best practices, and customer service guidelines with the global Support department
  • Enable the global Support department and be 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 Zendesk, Slack
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.

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