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Level 1 Technical Support Specialist

Overview

Voicebrook is seeking 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 a.m. to 5-6 p.m.
  • Night shift: 4 p.m. to 1 a.m.

Voicebrook solves reporting issues for pathology laboratories, helping 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 that success.

 



What you will accomplish

  • Play a critical role in keeping our clients happy and successful
  • Join a passionate team that is focused on three things:
    1. Building awesome products
    2. Building successful client implementations and ongoing interactions
    3. 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/learn about other areas of the company

What you will do

  • 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 keep 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

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 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

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

What we can offer

  • 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

Sound like you?
Apply today!