Resolution Support Representative

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.

We’re a remote-first company with regional hubs for in-person collaboration (Austin, TX, Boston, MA, Charleston, SC, Salt Lake City, UT, London, UK) on an infrequent basis.

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

• A great, supportive culture

Interview process

• 1st stage - Chat with our internal recruiter

• 2nd stage - Hiring Manager interview

• 3rd stage - Meet the Team

Additional information

• Our product: 

  • 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. 

• 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