Zocdoc
Healthcare
SeniorTechnicalSpecialist,CustomerExperience
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Technical Specialist, Customer Experience at Zocdoc. Skills: Technical Customer Support, Troubleshooting, Documentation. Deliver high-quality technical customer support. Apply product and systems knowledge”
What You'll Achieve.
Ensure accuracy; Ensure efficiency; Ensure clear communication; Enable smooth onboarding; Enable successful feature adoption; Sustain customer trust; Schedule adherence; Productivity across channels; Balance quality, efficiency, accuracy; Manage multiple technical cases; Contribute to reliable service coverage; Consistent technical customer experiences; CSAT; QA; Huddle Quiz results; Resolution effectiveness; Email productivity; Call ACW; Chat ACW; Chat response time; Appropriate escalation
Industry & Context.
Independently resolve issues; Diagnose technical issues; Troubleshoot technical issues
What They're Looking For.
Must Have
verbal and written communication skills, Experience providing technical customer or product support, Ability to troubleshoot technical issues using defined tools and workflows, 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
What You'll Do.
Deliver high-quality technical customer support
Apply product and systems knowledge
Resolve technical setup issues
Resolve configuration issues
Resolve troubleshooting issues
Resolve standard integrations
Resolve feature installations
Escalate non-standard cases
Serve as technical partner
Ensure clear communication
Enable smooth onboarding
Enable successful feature adoption
Sustain customer trust
How You'll Work.
Team & Collaboration
Partner with internal teams; Share relevant context; Share findings; Collaborate with peers; Exchange learnings; Improve technical support quality
Communication Scope
verbal communication skills; written communication skills; clear communication
Full Job Description
Our Mission Healthcare should work for patients, but it doesn’ t. In their time of need, they call down outdated insurance directories.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 18 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. 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. Techn
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