Support Desk Associate
New York, NY

Job Description

CareDox's mission is to improve children's health with technology that efficiently connects schools, families, and healthcare

providers. Healthy Schools is the Nation's largest provider of in-school high-quality, no-cost health services directly to public

school students during the school day.

The Support Desk Associate's role is to provide technical support to internal and external customers by researching and

answering questions and troubleshooting problems. In this role, strong leadership and organizational skills, logical reasoning skills and business intelligence are required.

The position is based in New York, NY.

Responsibilities

* Become a subject matter expert on CareDox's digital platforms, the K-12 education technology industry, and the major issues faced parents, nurses, schools, and districts.
* Serve as the first point of contact for internal and external customers seeking assistance over the phone or email.
* Perform remote technical troubleshooting through diagnostic techniques and pertinent questions.
* Determine the best solution based on the issue and details provided by customers.
* Walk each customer through the technical problem-solving process.
* Direct unresolved issues to the next level of support personnel.
* Record events, problems and their resolutions in the ZenDesk ticket system.
* Follow-up and update customer status and information.
* Identify and suggest possible improvements on procedures.
* Write and maintain documentation using ZenDesk and Jira (engineering platforms).
* Provide feedback for training programs by identifying learning issues.
* Handle customer inquiries in compliance with service level agreements.
* Improve system performance by identifying problems; recommending changes.
* Update job knowledge by participating in educational opportunities; maintaining personal networks.
* Other duties as assigned by management.

Skills and Job Requirements:

* 1+ years of experience in customer support, customer service, or another customer-facing role.
* Excellent computer skills, including proficiency in all MS Office applications (Word, Excel, PowerPoint) and/or the Google

Apps Suite.
* Ability to work independently and handle multiple projects.
* Excellent verbal, written, organizational, presentation and interpersonal communications skills.
* Ability to learn a complex digital product and make recommendations for customers on navigating the platform.

Preferred Qualifications:

* 4-year degree from an accredited University.
* Experience with Zendesk, Intercom, Desk, or any other support software platforms.
* Knowledge of Slack, Asana, or Jira is a plus.
* Experience at a startup or small/growing company.

Some of our Benefits and perks:

* Comprehensive Medical, Dental, Vision Life, and Disability Insurance
* Flexible spending - Commuter and Health
* Unlimited PTO
* Coffee, soda and snacks
* Company and team outings
* Vibrant Office & Culture

Equal Opportunity: You will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

Security Notice:

* Applicants should only respond to communication from individuals with a @caredox.com email handle (and not through text) with the exception of authorized partners (e.g. - Cajetan, HireEdu, Rocket, Stott & May, Vettery)
* Interviews will not be conducted via google hangouts
* Applicants should not share personal information via text