Technical Support Specialist

Our Mission

Healthcare should work for patients, but it doesnt. In their time of need, they call down outdated insurance directories.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.

Zocdocs 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 17 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

You will proactively help to drive service delivery and improve IT Support products and services. Our office is located in Koregaon Park and we are looking for candidates who can work from office all 5 days in the night shift (6pm-3am IST).

You’ll enjoy this role if you are

• Passionate about providing great customer experience
• A problem solver; you enjoy solving complex problems
• Excited about learning new technologies
• Excited to use technology to enhance the consumer experience
• A self starter and have an entrepreneurial mindset

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
• Provide first- and second-level support for network-related issues (LAN, WAN, Wi-Fi, VPN, etc.)
• Monitor and troubleshoot network performance, connectivity, and hardware (routers, switches, firewalls)
• Assist in configuring and maintaining network devices, including IP addressing and VLAN setups
• Escalate complex issues to senior network engineers or external vendors as needed
• Supporting on-site/remote desktop computing issues (PCs/Macs) as well as submitting repair requests to manufacturers for damaged machines
• Providing basic support and assistance for Zocdoc users in relation to a variety of software applications and hardware systems
• Ensuring quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction are adhered to
• Assisting other IT support staff with operational procedures and troubleshooting issues
• Creating and maintaining detailed documentation for systems and processes managed by the Enterprise IT team, for both end-users and other IT staff
• Communicating promptly throughout the ticket lifecycle to maintain a high level of client satisfaction by responding promptly to client requests according to published SLAs
• Performing IT support tasks such as desk setups, inventory counts, organizing, audits, meeting room setups, etc. and other duties as assigned
• Systems administration of core IT services (on-prem and SaaS), including process automation, configurations, and improvements within these tools
• Hardware and software asset management
• 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 Science or related field or a mixture of IT-related certifications and relevant experience
• 2+ years experience in a progressively responsible technical support or helpdesk role
• Strong customer service background
• Experience in Google Workspace admin
• Experience with AzureAD, Intune Endpoints
• 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, JIRA, Confluence, Slack, and Bettercloud
• On-site and remote desktop troubleshooting skills for PC and Mac, software and hardware
• Proficiency with MS Windows domain environment (Windows Server, Active Directory, LDAP, DHCP, license management, workstation imaging, access controls)
• Proficiency with Single Sign-On and Multi-Factor authentication
• Familiar with JAMF/JSS Suite
• Scripting experience (BASH, PowerShell, or similar)

Benefits

• An incredible team of smart and supportive people
• A competitive compensation package, including attractive medical insurance
• Amazing perks – think catered lunch every day, Ping Pong, etc.
• Daycare reimbursement
• The chance to create a better healthcare experience for millions of patients!
• Corporate wellness programs with Headspace
• Cellphone and wifi reimbursement
• Competitive parental leave
• Sabbatical leave (over 5 years)
• Annual sponsored health check-ups
• Sponsored counseling and therapy via Betterlyf
• Competitive PTO
• Zocdoc is certified as a Great Place to Work 2022-2025