Technical Account Specialist

The Technical Account Specialist will serve as the front-line support for customers, physicians, nurses, and end users, focusing on removing friction in the prescribing process so clinicians can devote more time to patient care.

The role requires strong problem-solving skills, clear communication, and a customer-first mindset to deliver timely, effective resolutions. Success depends on balancing efficiency with empathy, collaborating closely with colleagues, and consistently meeting or exceeding client expectations.

Key Responsibilities:

• Accept incoming phone support calls, support emails, and inbound support cases via the customer community portal.
• Work with customers to gather information, request pertinent details, and assess issues.
• Leverage various tools, documentation, and knowledge bases to assist customers with finding resolutions or escalating cases to secondary support.
• Utilize available documentation to understand the DoseSpot software applications.
• Own specific client accounts to coordinate issue management and escalation engagement.

What You’ll Bring:

• An Associate’s Degree in Software or a Technical related field; or equivalent experience with a minimum of 2 years of Software/IT Support experience in a customer-facing role.
• Proficient in the use of Microsoft Office Suite.
• Desire to assist with and improve troubleshooting documentation.
• Ability to utilize a case management tool (e.g., Salesforce, ServiceNow, Zendesk) to record detailed notes and manage customer communication.
• Strong problem-solving skills.
• Excellent verbal and written communication and presentation skills.
• Ability to provide quick and accurate updates and solutions to customers.
• Detail-oriented with the ability to multitask and manage time in a fast-paced, ambiguous environment.
• Ability to work independently while being a proactive team member.

Core Competencies:

Knowledge & Application: Substantial understanding of the job from experience or training, applying knowledge to complete a wide range of tasks.

Complexity & Problem Solving: Works on moderately difficult assignments, adapting solutions to similar problems. Requires some fact-finding to understand issues and consider appropriate responses. Impact varies between immediate and short-term (less than one year), typically at the department or team level.

Collaboration & Interaction: Receives minimal instruction on daily work, accountable for quality and timeliness of deliverables, and may be responsible for upskilling new team members.

Working Conditions & Environment:

• A fully remote role within the United States.
• Periodic travel (once or twice per year for company events).
• Operates in a fast-paced, growth-oriented, PE-backed SaaS environment.
• Requires cross-functional collaboration across Product, Sales, and Customer Success.

Shifts available:

• 10am - 6:30pm EST (30 min lunch)
• 11:30am - 8pm EST (30 min lunch)

Success in this role requires balancing synchronous collaboration with thoughtful asynchronous execution in a remote-first environment.