Job Description

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

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

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