Technical Account Specialist

The Technical Account Specialist will provide serves as the front-line level support to our for customers, physicians and nurses, and their end users. The focus of this role is to remove friction in the prescribing process so clinicians can devote more time to patient care so that they may spend more time with patients and less time writing prescriptions. This position requires strong problem solving-skills, clear communication, and customer-first mindset to deliver timely, effective resolutions.

Success in the role depends on balancing efficiency with empathy, working closely with colleagues in a collaborative environment, and consistently upholding the standard of meeting or exceeding client expectations.

• Accept incoming phone support calls, support emails, and inbound support cases via our

customer community portal.

• Work with customers to gather information, request pertinent details, and assess issues.

• Leverage various tools, documentation, and knowledge bases to assist customers with finding a resolution or escalating the case to a secondary level of support.

• Utilize available documentation to understand the DoseSpot software applications.

• Own specific client accounts to coordinate issue management and escalation engagement.

• Associate’s Degree in Software or a Technical related field; or equivalent experience with a

minimum of two (2) years of Software/IT Support experience in a customer-facing role.

• Proficient in the use of Microsoft Office Suite.

• Desire to assist with and improve trouble-shooting documentation.

• Ability to utilize a case management tool to record detailed notes and manage customer

communication (e.g., Salesforce, ServiceNow, ZenDesk).

• Strong problem-solving skills.

• Excellent verbal and written communication and presentation skills.

• Ability to provide quick and accurate updates and solutions to customers.

• Detail oriented with the ability to multitask and manage time in a fast-paced, ambiguous

environment.

• Must be able to work independently while being a proactive team member.

Has substantial understanding of the job either from experience or a training/certification program and applies knowledge and skills to complete a wide range of tasks.

Works on assignments that are moderately difficult, guided by defined and documented processes. May be expected to adapt solutions to other problems for related situations. Encounters problems which are varied but generally similar. Requires some fact finding in order to fully understand the issue and consider the most appropriate response. Impact varies between immediate and short term (less than one year). Scope of impact typically at the department or team level; wider impact in customer facing roles. Financial accountability typically confined to awareness and management of cost in relation to own work.

Normally receives little instruction on daily work, general

instructions on newly introduced assignments. Accountable for quality and timeliness of own

deliverables. May be responsible for up-skilling new team members. Conveys and exchanges basic technical or information with colleagues/clients/customers; audience is typically knowledgeable about the subject matter.

• Fully remote role within the United States

• Periodic travel (once or twice per year for company events)

• Operates in a fast-paced, growth-oriented, PE-backed SaaS environment

• Requires cross-functional collaboration across Product, Sales and Customer Success