Customer Support Specialist - Student Position

About The Position

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

About Aidoc

Aidoc helps health systems deliver smarter and faster care when it matters most. Our mission is to transform patient outcomes through ‘always on’ clinical AI, eliminating preventable care gaps that lead to loss of lives and disabilities. Through our proprietary aiOS™ platform, Aidoc seamlessly integrates real-time intelligence into provider workflows, helping physicians make faster clinical decisions for over 45 million patients a year. With the most FDA-cleared AI solutions in its category and deployments across 150+ health systems globally, Aidoc elevates the physician and patient experience.

Backed by General Catalyst, Square Peg, NVentures (NVIDIA’s venture arm), and four major U.S. health systems, Aidoc has raised $370 million to date, including a recent $150 million round to accelerate development of CARE™, our clinical-grade foundation model.

About this role

The delivery department is responsible for all customer new and extended deployments and manages all operational activities that relate with the stability of the processing of Aidoc products.

The Support Specialist is responsible for providing excellent support for our globally-based clients. The team gets requests from our clients via different communication channels, works on the triage, provides high-quality responses, and escalates complicated requests in the production environment.

Responsibilities
Working to resolve all escalated incoming client issues by phone, email within defined SLAs
Filtering support tickets, prioritizing and escalating the most impactful, complex issues, and managing them directly with the engineering teams
Documenting issue statuses and providing updates to management Developing, documenting, and maintaining standard operating procedures, best practices, and customer service guidelines with the global Support department
Enabling the global Support department and being a focal point for knowledge transfer within the department
Handling proactive alerts and coordinating production incidents, both resolving issues independently and handling communication with relevant development teams.
Requirements
Working three shifts a week is required, including late evenings and on weekends (availability for 60% part-time role)
A minimum of two years of college remain
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