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Technical Support Specialist



IT, Customer Service
Pune, Maharashtra, India
Posted on Wednesday, June 5, 2024

Our Mission

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down.

We’re 15 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

Join Zocdoc Pune (Koregaon Park)!

We are a tech company at the beginning of a better healthcare experience.

We created Zocdoc to solve patient problems, beginning with online appointment-booking and we haven’t stopped building since. With Zocdoc, you can see doctors open appointment times and book instantly online, make informed choices with verified reviews, and stay on top of important checkups with tailored reminders. Patients are empowered through.

Zocdoc to access highly qualified doctors for their healthcare needs.

What you’ll do:

  • Work within the IT Support Team to provide excellent customer service, effective
    response times and expert insights into general and sometimes complex support issues.
  • Working in Night shift (6pm-3am) Providing WFH/On-site
  • Experience in Google Workspace admin is must.
  • Supporting on-site/remote desktop computing issues (PCs/Macs) as well as submitting
    repair requests to manufacturers for damaged machines.
  • Provides basic support and assistance for Zocdoc users in relation to a variety of software
    applications and hardware systems.
  • Ensure quality of service guidelines for dealing with customers, completing services, and
    overall customer satisfaction are adhered to.
  • Assist other IT support staff with operational procedures and troubleshooting issues.
  • Create and maintain detailed documentation for systems and processes managed by the
  • Enterprise IT team, for both end-users and other IT staff.
  • Communicate promptly throughout the ticket lifecycle to maintain a high level of client
    satisfaction by responding promptly to client requests according to published SLAs.
  • Performing IT support tasks such as desk setups, inventory counts, organizing, audits,
    meeting room setups, etc. and other duties as assigned.
  • Systems administration of core IT services (on-prem and SaaS), including process
    automation, configurations, and improvements within these tools.
  • Hardware and software asset management.
  • Staff onboarding and off-boarding, including machine imaging and account

You’ll enjoy this role if you are...

  • A self starter and have an entrepreneurial mindset
  • Excited about learning new technologies
  • Excited to use technology to enhance the consumer experience

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

  • Bachelor’s degree in Computer Science or related field or a mixture of IT-related
    certifications and relevant experience.
  • 2+ years experience in a progressively responsible technical support or helpdesk role
  • Strong customer service background required.
  • Ability to identify common user experience issues and analyze root causes, delivering and
    implementing viable solutions at scale.
  • Experience with some of the following: G Suite Apps, JIRA, Confluence, Slack, and
  • On-site and remote desktop troubleshooting skills for PC and Mac, software and
  • Proficiency with MS Windows domain environment (Windows Server, Active Directory,
    LDAP, DHCP, license management, workstation imaging, access controls)
  • Familiar with AzureAD, Intune Endpoints
  • Proficiency with Single Sign-On and Multi-Factor authentication.
  • Experience with JAMF/JSS Suite.
  • Scripting experience (BASH, PowerShell, or similar).

What you’ll get:

  • An incredible team of smart and supportive people
  • A home at one of the best places to work (Crain’s has named NYC office as a Best Place
    to Work multiple times)
  • A competitive compensation package, including attractive medical insurance
  • Amazing perks – catered lunch, Ping Pong, Cell Phone reimbursement etc.
  • The chance to create a better healthcare experience for millions of patients!

Location :
Our office is located in Koregaon Park, looking for candidates who can work from office all 5

About us
Zocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. Each month, millions of patients use our free service to find nearby, in-network providers, compare choices based on verified patient reviews, and instantly book in-person or video visits online. Providers participate in Zocdoc’s Marketplace to reach new patients to grow their practice, fill their last-minute openings, and deliver a better healthcare experience. Founded in 2007 with a mission to give power to the patient, our work each day in pursuit of that mission is guided by our six core values. Zocdoc is a private company backed by some of the world’s leading investors, and we believe we’re still only scratching the surface of what we plan to accomplish.

Zocdoc is a mission-driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. In the spirit of one of our core values - Together, Not Alone, we are a company that prides itself on being highly collaborative, and we believe that diverse perspectives, experiences and contributors make our community and our platform better. We’re an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment. Applicants are considered for employment regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity, gender expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable laws.

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