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Voicebrook Employment Opportunities

Now Hiring: Level 1 Technical Support Specialist

Voicebrook is looking to hire a highly motivated professional technical support specialist to ensure successful client outcomes. We are looking for a candidate for one of two possible shifts:

  • Day shift: 8-9 am to 5-6 pm
  • Night shift: 4 pm to 1 am

Voicebrook solves reporting issues for Pathology laboratories; we help them save time, money, and lives. Supporting our clients and ensuring their success is our highest priority. Our technical support specialists play a key role in maintaining success for our clients.

Support-Services-Level1Here is what you will accomplish at Voicebrook

  • Play a critical role in keeping our clients happy and successful
  • Join a passionate team that is focused on three things:
      • Building awesome products
      • Building successful client implementations and ongoing interactions
      • Building a great place to work every day
  • Learn, develop, and have fun
  • Play a critical role in our future growth
  • Have an opportunity to interact with other teams and contribute to and learn about other areas of the company

Here is what you will be doing at Voicebrook

  • Be the first line for troubleshooting software and hardware-based technical issues for our clients by phone and email
  • Provide rotational on-call weekend support based on needs as defined by the Support Services Management
  • Handle problem recognition, research, isolation, resolution and follow-up for a variety of client support and service requests
  • Maintain detailed support tickets, escalating issues accordingly, and keeping a consistent channel of communication open with our client(s) and your team members during escalations
  • Provide support coverage, including both in-office and remote support coverage using remote access tools such as GoToAssist, Zoom, Google Hangouts, Microsoft Lync, Skype for Business and more
  • Maintain quality-conscious interface via phone, email and in-person with both technical and non-technical clients
  • Create and update documentation, including knowledge base articles, standard operating procedures, and client facing documentation
  • Assist in other roles as needed

Here are some things that describe you

  • You love helping people
  • You love to solve problems
  • You love to learn
  • You are a self-starter and love to take initiative
  • You are very analytical
  • You believe that the details matter
  • You have great verbal and written communication skills
  • You excel at explaining the technical and functional use of products to inexperienced and experienced professionals alike
  • You have at least two years of experience providing support within a technical or services organization
  • You are able to plan and carry out work independently
  • You are experienced in troubleshooting of Microsoft Windows Operating Systems and Microsoft Office applications
  • You have two years of proven experience in participation with cross-functional teams to accomplish project goals
  • You are a very good typist

Some things that are not required, but may help you perform this job

  • Experience supporting healthcare professionals
  • A degree in Computer Science, Information Systems, or related field of study
  • Experience with dictation/transcription systems and workflows
  • Experience supporting speech recognition technology

Here is what we can offer you

  • A flexible work environment, PTO policy, generous maternity/paternity plans and work from home options
  • A strong support system of passionate co-workers who are driven to succeed
  • An opportunity to be a part of a company that is the leader in its field
  • A highly transparent leadership team
  • A tremendous opportunity to expand your role and grow with the company