Our Mission
Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.
Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down.
We’re 15 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.
Your Impact on our Mission
As a Technical Support Specialist, you’ll be responsible for providing exceptional technical support to Zocdoc staff both remotely and on-site. You will be a key resource to all teams for technical requests and questions. You will proactively help to drive service delivery and improve Enterprise IT Support products and services.
You’ll enjoy this role if you are…
- Someone who thrives in a fast paced environment and welcomes new challenges every day
- Passionate about supporting end users in a tech-forward environment
- Passionate about learning new things
- Interested in working collaboratively in a small and dynamic team
Your day to day is...
- Working within the IT Support Team to provide excellent customer service, effective response times and expert insights into general and sometimes complex support issues.
- Providing on-site and remote resolution of common desktop computing issues (PC and Mac), and acting as local enforcement for the non-automated IT security policies.
- Ensuring quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction are adhered to.
- Resolving Executive Service Desk tickets in a timely manner.
- Creating and maintaining detailed documentation for systems and processes managed by the IT Support team, for both end-users and other IT staff.
- Taking part in project work to proactively improve IT products and services
- Ongoing evaluation and improvement of existing Service Desk processes and policies.
- Supporting staff onboarding and off-boarding, including machine imaging and account creation/configuration.
You’ll be successful in this role if you have…
- Bachelor’s degree in computer related field or a mixture of IT-related certifications or relevant experience
- 1+ years experience in a progressively responsible technical support or helpdesk role
- Strong customer service background required
- Ability to identify common user experience issues and analyze root causes, delivering and implementing viable solutions at scale
- Experience with some of the following: G Suite Apps, Active Directory, JIRA, Confluence, Slack
- On-site and remote desktop troubleshooting skills for PC and Mac, software and hardware
- Experience with Single Sign-On and Multi-Factor authentication
- Scripting experience (BASH, PowerShell, or similar) is a plus
Benefits:
- Flexible, hybrid work environment
- Competitive PTO
- 100% paid employee health benefit options
- Employer funded 401(k) match
- L&D offerings + a free LinkedIn learning account
- Corporate wellness programs with Headspace and Peloton
- Sabbatical leave (for employees with 5+ years of service)
- Competitive parental leave
- Cell phone reimbursement
- In office perks including:
- Catered lunch everyday along with snacks
- Commuter Benefits
- Convenient Soho location
Zocdoc is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate’s experience, qualifications, and skills. Certain positions are also eligible for variable pay and/or equity; your recruiter will discuss the full compensation package details.
NYC Base Salary Range
$74,000—$102,500 USD
About us
Zocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. Each month, millions of patients use our free service to find nearby, in-network providers, compare choices based on verified patient reviews, and instantly book in-person or video visits online. Providers participate in Zocdoc’s Marketplace to reach new patients to grow their practice, fill their last-minute openings, and deliver a better healthcare experience. Founded in 2007 with a mission to give power to the patient, our work each day in pursuit of that mission is guided by our six core values. Zocdoc is a private company backed by some of the world’s leading investors, and we believe we’re still only scratching the surface of what we plan to accomplish.
Zocdoc is a mission-driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. In the spirit of one of our core values - Together, Not Alone, we are a company that prides itself on being highly collaborative, and we believe that diverse perspectives, experiences and contributors make our community and our platform better. We’re an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment. Applicants are considered for employment regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity, gender expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable laws.
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