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Aidoc is recruiting a Customer Support Specialist (technical support) in Tel Aviv. Join our team!

About Aidoc:

Aidoc is revolutionizing clinical decision-making with real-time clinical AI imaging solutions, impacting over 60 million patients annually. Our technology empowers physicians to diagnose urgent cases, ultimately improving patient outcomes.

Powered by our proprietary aiOS, Aidoc assists clinicians by precisely highlighting suspected pathological findings directly on medical images and prioritizing cases. This ensures that urgent patients receive the immediate attention they need.

As a leader in clinical AI, Aidoc has the most FDA-cleared Computer-Aided Detection (CAD) solutions, with adoption in more than 1,600 medical centers worldwide.

Since our founding in 2016, Aidoc has secured over $370 million in funding and was recognized as one of TIME’s 50 most genius companies.

About this role:

The delivery department is responsible for all customer new and extended deployments and manages all operational activities that relate with the stability of the processing of Aidoc products.

The Support Specialist is responsible for providing excellent support for our globally-based clients. The team gets requests from our clients via different communication channels, works on the triage, provides high-quality responses, and escalates complicated requests in the production environment.

Responsibilities:

• Working to resolve all escalated incoming client issues by phone, email within defined SLAs
• Filtering support tickets, prioritizing and escalating the most impactful, complex issues, and managing them directly with the engineering teams
• Documenting issue statuses and providing updates to management Developing, documenting, and maintaining standard operating procedures, best practices, and customer service guidelines with the global Support department
• Enabling the global Support department and being a focal point for knowledge transfer within the department
• Handling proactive alerts and coordinating production incidents, both resolving issues independently and handling communication with relevant development teams.

Requirements:

• Working three shifts a week is required, including late evenings and on weekends (availability for 60% part-time role)
• A minimum of two years of college remain
• Previous experience in technical support/tech ops
• Excellent communication in English (written and spoken)
• Knowledge and experience with SQL
• Experience in navigating complex support scenarios
• Customer-oriented and exceptional interpersonal skills
• Excellent analytical and problem-solving skills
• Experience working cross-functionally with engineering teams
• Experience working with Monday.com, Zendesk, Slack - advantage

Working at Aidoc:

Our perks:

• Be part of something big - using cutting edge technologies to transform the Healthcare industry (while saving patients’ lives)
• Office close to HaShalom train station with free parking
• Stocked up kitchen & meal card
• Breakfast and lunch made by our personal chef
• Wellness- yoga, pilates, and functional workouts in the office
• Amazing culture - collaborative, transparent & fun!
• Attractive compensation package & benefits