Technical Support Specialist

Our Mission

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

 

Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. 

 

We’re 15 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

 

Your Impact on our Mission

Zocdoc’s most important asset is our people. As a Technical Support Specialist, you’ll be responsible for providing exceptional technical support to Zocdoc staff both remotely and on-site. You will be a key resource to all teams for technical requests and questions. You will proactively help to drive service delivery and improve Enterprise IT products and services. You are someone who thrives in a fast-paced environment and welcomes new challenges every day.

 

You’ll enjoy this role if you are…

• Customer-Focused: You take pride in providing exceptional customer service and enjoy helping others solve their technical issues.
• Proactive & Resourceful: You thrive in a fast-paced environment, are self-motivated, and can anticipate and address issues before they escalate.
• Detail-Oriented: You appreciate the importance of detailed documentation and maintaining accurate records.
• Adaptable: You are comfortable with change and can easily adjust to new challenges and technologies.
• Collaborative: You enjoy working with a team and communicating effectively to achieve common goals.

 

Your day to day is… 

• Providing Support: Responding to technical requests from Zocdoc staff both remotely and on-site, ensuring timely and effective resolution.
• Troubleshooting: Diagnosing and resolving general and complex software and hardware issues for PC and Mac users.
• Systems Administration: Managing and improving core IT services, including on-prem and SaaS systems.
• Customer Interaction: Maintaining high levels of client satisfaction through prompt and clear communication throughout the ticket lifecycle.
• Documentation: Creating and maintaining detailed documentation for systems, processes, and operational procedures.
• Operational Tasks: Performing various IT support tasks, such as desk setups, inventory counts, audits, and meeting room setups.
• Onboarding & Offboarding: Handling the technical aspects of staff onboarding and offboarding, including machine imaging and account configuration.
• Process Improvement: Continuously looking for ways to improve IT products and services, and implementing those improvements.

 

You’ll be successful in this role if you have…

• Bachelor’s degree in Computer Science or related field or a mixture of IT-related certifications and relevant experience.
• 2+ years experience in a progressively responsible technical support or helpdesk role.
• A strong customer service background.
• The ability to identify common user experience issues and analyze root causes, delivering and implementing viable solutions at scale.
• Experience with some of the following: Google Admin Console, Google Workspaces, Active Directory, Azure, JAMF, Intune, JIRA, Confluence, and Slack.
• On-site and remote desktop troubleshooting skills for PC and Mac, software and hardware.
• Experience with Single Sign-On and Multi-Factor authentication.
• Scripting experience (BASH, PowerShell, or similar) is a plus.

 

Benefits:

• Flexible, hybrid work environment
• 100% paid employee health benefit options
• Employer funded 401(k) match
• Corporate wellness programs with Headspace and Peloton
• Sabbatical leave (for employees with 5+ years of service)
• Competitive parental leave
• Cell phone reimbursement
• In