What are the responsibilities and job description for the Resolution Support Representative position at doxy.me?
Resolution Support Representative
Who we are
We’re doxy.me (doc-see-me), the world's most loved telemedicine solution, and we're on a mission to connect the world to the future of healthcare.
We believe that cost and complexity should never be a barrier to telemedicine. That’s why we created a simple, free, and secure telemedicine platform. Since 2013, we’ve grown to more than 1 million healthcare providers from 180 countries who have clocked over 8 billion minutes of telemedicine sessions to date.
Our goal is to deliver the future of healthcare to every patient and healthcare professional on earth. Help us get there by joining our team of innovators, dreamers, and doers.
Who you are
We’re seeking a motivated and customer service-oriented Resolution Support Representative to provide accurate and timely technical support to our end users via telephone, email, chat support software. You will be responsible for troubleshooting & resolving level 1 (eventually level 2) desktop and user issues, escalating to your manager or our resolution support desk if needed.
What you’ll do
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.
Your skills and qualifications
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 MBPS
Intermediate experience with iOS/Android mobile platforms
Familiarity with Intercom, Slack, Jira, Stripe, Mixpanel.
What we can offer you
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:
Unlimited PTO
A fun, flexible work environment (work from home 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
Company equipment (inc. latest laptop) $500 spending allowance on equipment you can keep
Our employees give us a 4.8 on Glassdoor.
Interview process
1st stage - Chat with our internal recruiter
2nd stage - Hiring Manager interview
3rd stage - Meet the Team
Additional information
Our products:
Doxy.me: The simple, free, and secure telemedicine solution currently used by over 1,000,000 doctors worldwide and helping over 350,000 patients/day.
dokbot.io: Patient-focused data collection for healthcare.
adhere.ly: Providing healthcare practitioners with the tools to ensure patients complete their course of treatment
Our team: technologists, academics, researchers, and innovators from all over the world. English is the language used in all internal communication.
To ensure HIPAA compliance we perform background checks after extending a job offer
Salary : $34,600 - $43,900
