[Remote] Technical Support Specilaist L2

Note: The job is a remote job and is open to candidates in USA. DoseSpot is a dynamic leader in the electronic prescribing software market, seeking a Technical Support Specialist, Level 2 to provide advanced technical support. This role involves troubleshooting complex issues, collaborating with various teams to enhance service quality, and ensuring customer satisfaction and retention. Responsibilities • Effectively troubleshoot and diagnose issue root cause and communicate issue details to both internal and external stakeholders • Support in the development and documentation of processes and best practices to provide support for customers and product end users • Demonstrated ability to effectively explain technical issues to non-technical audiences • Manage multiple points of connect (email, phone, case, chat) and multiple cases and/or projects simultaneously, communicating both updates and in-depth solutions as situations require • Mentor and support level 1 and level 2 technical support specialists • Where appropriate, propose, plan and own new feature requests, internal and external documentation and system trainings Skills • Typically requires a minimum of 5 years of related experience with a Bachelor's degree; or equivalent work experience • Proficient in the use of Microsoft Office Suite • Desire to assist with and improve trouble-shooting documentation • Experience using a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk) • Proficiency using developer tools, Postman and writing SQL queries is required • Superb problem-solving skills working on mission critical Software as a Service • Excellent verbal and written communication and presentation skills • Prior work with Azure DevOps and/or equivalent experience with similar tools (Jira, etc) • Detail oriented with the ability to multitask and manage time in in a fast-paced, ambiguous environment • Empathy in your approach to work, and passion for delivering excellent customer experiences • Ability to effectively transfer knowledge to others, both internally to colleagues and externally to our customers • Must be able to work independently while being a proactive team member • Experience with programming languages (C++, Python, HTML, CSS) is a huge plus as it will be helpful when addressing technical questions with customers • Experience in healthcare IT, medical information systems and/or EHRs within Hospital, Clinical, Biotech, medical device, or Pharma verticals a plus • Experience partnering across global teams and/or working in a distributed remote environment is a plus Benefits • Remote work environment with a flexible work schedule to encourage work-life balance • Annual company offsite • 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 • Medical, dental, and vision insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose) • 401(k) company match • One-time workspace reimbursement to help you optimize your remote workspace Company Overview • E-Prescribing Integration Services It was founded in 2009, and is headquartered in Boston, Massachusetts, USA, with a workforce of 51-200 employees. Its website is http://www.dosespot.com. Company H1B Sponsorship • DoseSpot has a track record of offering H1B sponsorships, with 4 in 2025, 1 in 2023, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role. Apply Now Apply Now