Customer & Technical Support Analyst

<p>Doximity is transforming the healthcare industry. Join our mission to help every physician be more productive and provide better care for their patients. As medicine's largest network in the United States, there's an elevated level of responsibility in everything we do. We don't take that responsibility lightly and are committed to building diverse teams with an inclusive culture that can make a direct impact on the healthcare system.</p> <p>One of Doximity's <a href="https://work.doximity.com/">core values</a> is stretching ourselves. Even if you don't check off all the boxes below we encourage you to apply. Doximity is full of exceptional people who bring their own unique experiences to work everyday and make us all better for it!</p> <p><span style="font-weight: 400;">We value diversity — in backgrounds and in experiences - and strive to build an environment with exceptional people who don't fit a mold. Healthcare is a universal concern, and we need people from all backgrounds to help build the future of healthcare.</span></p> <p><span style="font-weight: 400;">In this role, you will provide support to our growing network of healthcare professionals and colleagues. You will effectively communicate technical concepts to users, identify and resolve issues in a timely manner, and look for ways to improve and promote quality of the user experience.</span></p> <p><strong>How you’ll make an impact:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Answer phone calls and emails in queue to provide technical, installation, and account support for users</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Take ownership of full-cycle support tickets, following all necessary processes and procedures</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Maintain high-level customer satisfaction</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Identify and escalate issues as needed</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Log issues and conduct product testing</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Work with management and development teams to build and improve internal support tools</span></li> </ul> <p><strong>What we’re looking for:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">High school diploma (Technical or junior college a plus)</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">1-3 years customer service experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">1-2 years of Call Center experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience with CRM or other ticketing system (ZenDesk is a plus)</span></li> </ul> <p><strong>Nice to have:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">1 year experience in a technology environment</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience using an iOS, Android, or other smartphone/tablet</span></li> <li><span style="font-weight: 400;">Ability to work on weekends<br><br></span></li> </ul> <p><strong>More About Doximity…</strong></p> <p>For the past decade, it’s been our mission to help every physician be more productive so they can provide better care for their patients. We believe that when doctors are connected, the healthcare system works better and patients benefit. Doximity enables our verified clinician members to collaborate with colleagues, stay up-to-date with the latest medical news and research, manage their careers, and conduct virtual patient visits. Today, Doximity is the leading digital platform for U.S. medical professionals, with over 80% of physicians, 50% of all nurse practitioners and physician assistants, and 90% of graduating medical students as members. </p> <p>Joining Doximity means being part of an incredibly tal ... (truncated, view full listing at source)