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.
Here 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