[Remote] Customer Support Specialist Level 1 (L1) - US
Note: The job is a remote job and is open to candidates in USA. RemoteHunter is a company operating in the healthcare technology sector, focusing on improving healthcare delivery through innovative technology solutions. The Customer Support Specialist Level 1 serves as the initial point of contact for customers needing assistance with technology solutions and services, providing technical support and ensuring customer satisfaction.
Responsibilities
- Provide first-level support for customer inquiries via phone, email, and other channels
- Diagnose and resolve basic technical issues related to product functionality, installation, and usage
- Escalate complex or unresolved issues to higher-level support or internal teams
- Log all customer interactions and troubleshooting steps accurately in the support system
- Assist customers with system setup and configuration through step-by-step guidance
- Educate customers on software and hardware features and best practices
- Collaborate with product and engineering teams to stay informed on updates and new features
- Follow up to ensure issues are resolved and customers are satisfied
- Maintain and update knowledge base content and FAQs for internal and customer use
- Manage customer expectations and deliver solutions within agreed timelines
- Adhere to policies, processes, and service level agreements to maintain service quality
Skills
- Associate degree in a related field (healthcare technology, IT, radiology) or equivalent experience
- 1-2 years of customer support, technical support, or helpdesk experience, preferably in healthcare or technology
- Technical troubleshooting skills for software and hardware issues
- Strong communication skills to explain technical concepts clearly
- Ability to multitask and prioritize in a fast-paced environment
- Proficiency with customer support tools, ticketing systems, and Microsoft Office Suite or equivalents
- Empathy, patience, and commitment to excellent customer service
- Attention to detail and accurate documentation
- Knowledge of radiology imaging systems or software (PACS, DICOM)
- Familiarity with CRM and ticketing platforms
Benefits
- Medical, Dental, and Vision insurance
- “Use as needed” vacation policy
- Participation in an employee option program
Company Overview