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Technical Support Specialist

1 month ago

Toronto, Canada Wisedocs AI Full time

Wisedocs is on a mission to make it easy and accessible for any company in the insurance, legal and medical space to understand medical records quickly using AI. Every week, we process millions of pages of medical records, saving our customers hours and hours of manual processing time, and helping them process medical claims much more quickly. We’re scaling rapidly, having seen over 3x growth in the past 12 months and we’re looking for our next key hire to join our growing team.

**About the role**:
As the Technical Support Specialist, you will be the first line of support for internal and customer-facing technical queries, helping to solve technical issues and ensure their overall satisfaction with Wisedocs. You'll work closely with our product and engineering teams to report bugs, request features, and be an advocate for user needs. You will collaborate closely with Customer Success and Operations to ensure a seamless experience for their users. You are a fit if you have a passion for solving problems, are naturally inquisitive and always think about different ways of finding solutions. You are entrepreneurial, thrive in a fast-paced environment and are excited by the prospect of working in a rapidly growing startup.

**The position is a hybrid model with primarily remote work, while requiring on-site presence at least twice a month.**

**Responsibilities**:

- Provide first level technical support to customers and internal teams.
- Run customer-facing calls for technical implementations, debugging, and feature implementations.
- Conducting testing of current and future products and features prior to them being made available to ensure they work as expected.
- Support the customer-facing ticketing inbox and provide resolutions and escalations for customers.
- Creating engaging how-to overviews for new product features.
- Escalating potential bugs or errors to the development team and communicating with them using your technical no-how.
- Supporting customers leveraging the Wisedocs APIs and supporting the testing and deployment of any technical-related product offering.
- Build reports for customers and internal teams using SQL and visualize this data on a tool like Metabase.
- Translate new feature functions into user-friendly terminology and train internal and customer teams.
- Manage customer instance settings and test capabilities with new features.
- Own the relationship between client facing teams and development, to ensure the appropriate escalation of certain tickets.
- Troubleshoot software issues, diagnosing problems, and guiding users through step-by-step solutions.
- Document customer interactions and technical solutions in detail to build our knowledge base. Collaborate with the product and engineering teams to prioritize customer feedback and bug fixes.

**Qualifications**:

- 2+ years of experience in technical support in a software or technology company.
- Experience in a customer-facing environment.
- Experience in a startup environment is an asset.
- SQL Experience.
- Ability to diagnose and resolve technical issues.
- Experience using Jira or other ticketing systems is nice to have.
- Excellent problem-solving and communication skills.
- Patience and ability to manage stress effectively.
- Ability to work independently and as part of a team.
- Bachelor's degree in computer science, Information Technology, or a related field is preferred but not required.

**Why Wisedocs**:

- A hybrid model with primarily remote work, while requiring on-site presence at least twice a month.
- We are a startup company with an amazing culture. You will work closely with our executive and cross-functional teams. Your impact will be seen, recognized, and will shape the future of our company
- Competitive compensation, with valuable stock options
- Regular onsite and companywide events
- Modern employee benefits, including health and dental coverage
- Generous paid time off
- Sick + Personal days
- Casual dress code
- Employee referral bonus
- Plus, many other Recognition Programs

Join our team and be part of a company committed to making a positive impact on the InsurTech and HealthTech industries.
- Wisedocs AI is an equal opportunity employer and are committed to providing employment accommodation in accordance with AODA. If you require an accommodation, please notify us and we will work with you to meet your needs._