Customer Support Specialist (US Healthcare) - EST Hours | Remote
WFA Digital Insight
The demand for skilled customer support specialists in the healthcare sector has grown exponentially, with a 25% increase in remote support roles over the past year. As the healthcare industry shifts towards digital solutions, professionals with technical expertise and excellent communication skills are in high demand. ISTA Personnel Solutions stands out for its innovative approach to BPO services, integrating staff directly into client operations. Before applying, candidates should be aware of the required technical skills, such as proficiency in MS Office and basic IT troubleshooting, as well as the need for a stable internet connection and a reliable power backup.
Job Description
About the Role
The Customer Support Specialist role is an integral part of our client's operations, providing primary support to skilled nursing and senior care facilities across the United States. As a key member of the team, you will be responsible for diagnosing and resolving platform and kiosk-related issues, managing user accounts, and ensuring a smooth experience for facility staff. This role requires a unique blend of technical expertise, excellent communication skills, and a patient-centered approach.Our client is a fast-growing SaaS company that provides a digital visitor management and reputation platform to healthcare facilities. As a Customer Support Specialist, you will be embedded within this dynamic team, working closely with facility staff to resolve technical issues and provide tailored support.
The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for delivering exceptional customer service. If you are a motivated and tech-savvy individual who thrives in a fast-paced environment, this role could be an excellent fit for you.
What You Will Do
- Respond to inbound customer emails and resolve platform and kiosk-related issues through structured troubleshooting
- Communicate clear, professional resolutions to facility staff in a patient and helpful manner
- Recognize patterns in recurring issues and escalate where necessary
- Add new users to the web portal, capturing accurate name and contact details
- Configure feedback and alert email settings per facility requirements
- Update facility branding and logos displayed on the kiosk
- Manage and maintain COVID-19 health screening questions for facilities that require them
- Assist with the onboarding of new facility clients onto the platform
- Guide facility staff through platform features to ensure successful adoption and usage
- Maintain accurate records of client interactions, issues logged, and resolutions
What We Are Looking For
- 1-2+ years of experience in a customer support, technical support, or client-facing role
- Experience working with SaaS platforms or software portals is strongly preferred
- Exposure to healthcare, aged care, or senior living environments is advantageous but not required
- Demonstrated ability to manage a high volume of customer queries efficiently and professionally
- Key skills: customer service and query resolution, basic IT troubleshooting and technical problem-solving, clear and professional written and verbal communication
- Accurate data entry and digital record keeping, time management and task prioritization
- Excellent verbal and written English communication skills
- Professional, patient, and confident phone and email manner
Nice to Have
- Experience with Excel and other MS Office tools
- Familiarity with web-based software portals and SaaS platforms
- Certification in customer service or a related field
Benefits and Perks
- Opportunity to work with a fast-growing SaaS company in the healthcare sector
- Competitive compensation package
- Professional development opportunities
- Flexible remote work arrangement
- Access to cutting-edge technology and tools
- Collaborative and dynamic work environment
- Recognition and reward for outstanding performance
How to Stand Out
- Ensure you have a stable internet connection with a minimum speed of 25 Mbps upload and download, as well as a reliable power backup to manage load shedding or outages.
- Develop your technical skills, particularly in MS Office and basic IT troubleshooting, to increase your chances of success in this role.
- Familiarize yourself with SaaS platforms and web-based software portals to demonstrate your ability to adapt to new technologies.
- Prepare examples of your customer service experience, highlighting instances where you resolved complex issues or improved customer satisfaction.
- Be prepared to ask questions during the interview process, such as the company culture, team structure, and opportunities for growth and development.
- Showcase your excellent communication skills, both written and verbal, by providing clear and concise answers to interview questions.
- Research the company and its values to demonstrate your enthusiasm for the role and the industry.
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