Senior Technical Specialist, Customer Experience

Your Impact on our Mission

As a Sr. Specialist, Technical Customer Experience at Zocdoc, you will deliver high-quality technical customer support by applying strong product and systems knowledge within established workflows. You will independently resolve the majority of technical setup, configuration, and troubleshooting issues, including standard integrations and feature installations, while escalating non-standard, sensitive, or high-risk cases appropriately.

In this role, you will serve as a reliable technical partner for customers, ensuring accuracy, efficiency, and clear communication throughout the support experience. Your work enables smooth onboarding, successful feature adoption, and sustained customer trust in Zocdoc's platform.

You'll enjoy this role if you are...

1. Technical Support & Issue Resolution

• Serve as a primary point of contact for technical customer issues across all channels
• Independently resolve routine and moderately complex technical issues within known patterns and workflows
• Support technical setup, configuration, integrations, and feature installations
• Escalate non-standard, sensitive, or high-risk technical issues to senior teammates or cross-functional partners as appropriate

2. Troubleshooting & Validation

• Diagnose technical issues by gathering relevant information and validating system behavior
• Guide customers through troubleshooting steps and confirm successful resolution and functionality
• Apply established technical workflows and tools to ensure consistent outcomes

3. Documentation, Accuracy & Compliance

• Maintain accurate, thorough documentation of technical issues, actions taken, and resolutions
• Ensure compliance with data protection and PHI standards through proper redaction and correct tool usage
• Follow process adherence standards to support operational consistency

4. Collaboration & Coordination

• Partner with internal teams when deeper technical investigation or coordination is required
• Share relevant context and findings to support timely resolution
• Collaborate with peers to exchange learnings and improve technical support quality

5. Operational Excellence

• Maintain strong schedule adherence and productivity across channels
• Balance quality, efficiency, and accuracy while managing multiple technical cases
• Contribute to reliable service coverage and consistent technical customer experiences
• Compliance:

• • Schedule Adherence (lates, breaks, unplanned points)
  • Process Adherence (slow pickup rate, missed calls, open cases)
  • PHI Protection (proper chat redaction, correct Retool usage)
• Performance
  • Quality: CSAT, QA, Huddle Quiz results, Resolution effectiveness
  • Efficiency: Email productivity, Call ACW, Chat ACW, Chat response time
  • Escalation Metrics: Appropriate identification and escalation of non-standard or high-risk technical issues

You'll be successful in this role if you have...

• Strong verbal and written communication skills
• Experience providing technical customer or product support
• Ability to troubleshoot technical issues using defined tools and workflows
• Strong attention to detail and commitment to accuracy
• Ability to manage multiple cases and priorities effectively
• Bachelor's degree or equivalent professional experience
• Experience supporting SaaS platforms, integrations, or technical configurations
• Familiarity with CRM, ticketing, or technical support tools
• Experience working in healthcare, technology, or regulated environments

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!
• Cellphone and wifi reimbursement
• Competitive parental leave
• Sabbatical leave (over 5 years)
• Annual sponsored health check-ups
• Zocdoc is certified as a Great Place to Work 2022-2026