Resolution Support Representative

Who You Are - A motivated and customer service-oriented Help Desk Technician for supporting the end users online. As a Resolution Support Representative, you will provide accurate and timely technical support to our end users via telephone, email, chat support software and will be responsible for troubleshooting & resolving level 1 (eventually level 2) desktop and user issues and escalating to your manager or our resolution support desk if needed.

Your Skills:

• Excellent documentation, communication, and customer service skills
• Strong working knowledge of laptops/desktop, tablets and mobile devices
• Ability to troubleshoot a wide range of technical issues
• Ability to think outside the box and identify root cause
• Working knowledge of major Windows OS, Android OS, MacOS and iOS
• Working knowledge of Browsers such as Chrome, Safari, Firefox, Edge.
• Prior experience with ticketing systems (Jira, Intercom.)
• Prior experience with Windows Operating Systems, MS Office, and basic network troubleshooting
• Internet connection of min download speeds over 100 MBPS and upload over 10 MBP
• Intermediate experience with iOS/Android mobile platforms
• Familiarity with Intercom, Slack, Jira, Stripe, Mixpanel.

Your Qualifications:

• 1-2 Years, Help Desk experience preferred.
• Bachelor’s degree in Computer Science or related field preferred
• Comp tia A + certification is a plus

Job Duties:

• Troubleshoot first pass/Tier 1 hardware and software issues for clients
• Locate accounts in Stripe, edit subscriptions, process credits & refunds
• Prioritize and schedule problems with assistance from other members of the Resolution team
• Handle specific inbound/outbound calls from clients and patients
• Serve as the primary point of contact to customers through a variety of channels including telephone (both inbound and outbound), email and on-line real time chat.
• Previous experience of customer service interactions via phones and live chats
• Document details of all calls and update ticketing system appropriately
• Be generally familiar with WebRTC structure and how it works.
• Track internal user support issues/needs, asset management, system updates and support trends through the use of Jira Ticketing system, MS Office tools, and other products.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Who We Are:

At Doxy.me, we’re on a mission to connect the world to the future of healthcare. With the trust of over 700,000 providers we are one of the largest Telehealth platforms in the world - but we’re not done there. Blending innovative technology and world-class design, we can enhance the patient-provider experience and extend the reach of healthcare to every corner of the globe. Our team is motivated by making a difference in the world and pushing the boundaries of what is possible. If you want to change the world by impacting the lives of millions while having fun with a great team, come join us!

Our Culture:

Everything starts and ends with the Provider

We design, build and maintain doxy.me to benefit and improve the work and lives of healthcare providers. We exist to support providers and we put them at the center of every decision we make.
Maintain a growth mindset

We push ourselves to expand the reach of what is possible in healthcare through professional development and innovation. We want to get 1% better every single day.

Collective wins are better than individual accomplishments

We believe good ideas can come from anywhere. We’re willing to try new things and take data-driven approaches to decision-making. We seek truth and value what’s right, not just being right.

Kind, open, and honest

We are open, honest, and direct with one another, even when it’s uncomfortable or requires us to be vulnerable. We assume the good in others and give feedback directly and with kindness and sincere personal care.

Benefits

We are committed to giving you the tools you need to do your best work. We will take care of the little things so you can do what you do best without having to worry about all of that other stuff. Here is a taste of what you can expect:

• A fun, flexible work environment (work from home remotely or on location at one of our regional hubs)
• Competitive Salary
• Paid trainings and certifications
• Advancement opportunities in a growing company,
• Medical, Vision, and Dental insurance
• 401k match
• Unlimited PTO

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