Customer Support Specialist Level 1 (L1) - US

About Our Client:

The organization operates in the healthcare technology sector, focusing on improving healthcare delivery through innovative technology solutions. Its fully remote team across the US and Canada is committed to advancing healthcare by addressing challenges in technology adoption and customer support. The organization is dedicated to collaboration and continuous improvement to enhance its impact on healthcare providers and patients.

About the Opportunity:

The Customer Support Specialist Level 1 serves as the initial point of contact for customers needing assistance with technology solutions and services. This role is essential in providing timely technical support, troubleshooting issues, and ensuring customer satisfaction by resolving inquiries within established service level agreements. The position supports both internal and external customers, contributing to smooth technology adoption and ongoing service quality.

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

Requirements:

• 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
• Preferred: Knowledge of radiology imaging systems or software (PACS, DICOM)
• Preferred: Familiarity with CRM and ticketing platforms

Pay Range and Compensation Package:

• For US candidates, the salary range for this position is $20 - $22 USD
• Compensation is based on fair market rates relative to the candidate's country of hire

Benefits & Perks:

• Medical, Dental, and Vision insurance
• "Use as needed" vacation policy
• Participation in an employee option program

Equal Opportunity Statement:

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company's career page or ATS.