Customer Support Specialist (Tier 1/2)

About The Position

Aidoc is recruiting a Customer Support Specialist (technical support) in Tel Aviv. Join our team!

The position is full-time or part-time.

About Aidoc

Aidoc is the market leader in Healthcare AI, delivering the most widely used portfolio of AI solutions to help physicians prioritize life threatening cases and improve patient outcomes. Aidoc’s solutions are in use in over 1,000 hospitals including some of the leading health systems in the US. Aidoc is also funded by top VCs, having raised more than $250 million to date, and was chosen as one of TIME’s 50 most genius companies.

About this role

We are seeking a talented, tech-oriented individual to join our Support team as a Support and Operations Specialist.

The team is responsible for providing excellent support to our globally-based clients, and handles requests via various communication channels, working on triage, providing high-quality responses, and escalating complicated requests in the production environment.

As a team member, you will play a crucial role in coordinating all production incidents and handling proactive alerts, resolving issues independently and handling communication with relevant development teams.

Responsibilities
Working to respond to and resolve all incoming client issues by phone, email within defined SLAs
Handling real-time system alerts, managing alert escalations and following up with incident management protocols
Documenting issue statuses and providing updates to team and management
Developing, documenting, and maintaining standard operating procedures, best practices, and customer service guidelines with the global Support department
Requirements
Shift based role, including late evenings and on weekends
Previous experience in technical support/tech ops
Excellent communication in English (written and spoken)
Knowledge and experience with SQL
Experience in navigating complex support scenarios
Customer-oriented and exceptional interpersonal skills
Excellent analytical and problem-solving skills
Experience working cross-functionally with engineering teams
Experience working with Monday.com, Zendesk, Slack - advantage
Working at Aidoc

Our perks:

Be part of something big - using cutting edge technologies to transform the Healthcare industry (while saving patients’ lives)
Office close to HaShalom train station with free parking
Stocked up kitchen & meal card
Breakfast and lunch made by our personal chef
Wellness- yoga, pilates, and functional workouts in the office
Amazing culture - collaborative, transparent & fun!
Attractive compensation package & benefits