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CareDox alleviates hassle by collecting all existing medical data and getting it digitized & centralized.
New York    Posted: Monday, March 11, 2019
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CareDox's mission is to improve children's health with technology that efficiently connects schools, families, & healthcare
providers. Healthy Schools is the Nations largest provider of in-school high-quality, no-cost health services directly to public
school students during the school day.

The Support Desk Associates role is to provide technical support to internal & external customers by researching and
answering questions & troubleshooting problems.
In this role, strong leadership & organizational skills, logical reasoning skills & business intelligence are required.

The position is based in New York, NY.


  • Become a subject matter expert on CareDoxs platforms, the K-12 education technology industry, & the major issues faced parents, nurses, schools, & districts.
  • Serve as the first point of contact for internal & external customers seeking assistance over the phone or email.
  • Perform remote troubleshooting through diagnostic techniques & pertinent questions.
  • Determine the best solution based on the issue & details provided by customers.
  • Walk each customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Record events, problems & their resolutions in the ZenDesk ticket system.
  • Follow-up & update customer status & information.
  • Identify & suggest possible improvements on procedures.
  • Write & maintain documentation using ZenDesk.
  • 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 & 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 & handle multiple projects.
  • Excellent verbal, written, organizational, presentation & interpersonal communications skills.

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 & perks:

  • Comprehensive Medical, Dental, Vision Life, & Disability Insurance
  • Flexible spending - Commuter & Health
  • Unlimited PTO
  • Coffee, soda & snacks
  • Company & 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 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
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