[Remote] Customer Support Specialist Level 1 (L1) - US

Note: The job is a remote job and is open to candidates in USA. Synthesis Health is a mission-driven company dedicated to revolutionizing healthcare through innovation. They are seeking a highly motivated Customer Support Specialist Level 1 to provide first-level support for customers using their technology solutions, ensuring timely assistance and exceptional service.

Responsibilities

• Provide first-level support for customer inquiries related to Synthesis technology solutions products services via phone, email and other omni-channel options
• Diagnose and resolve basic technical issues related to product functionality, installation and usage
• Escalate unresolved or complex issues to higher-level technical support or internal teams
• Log all customer interactions and troubleshooting steps into the customer support system, ensuring accurate and detailed records
• Assist customers in setting up and configuring Synthesis systems, providing step-by-step guidance when necessary
• Educate customers on the use of software and hardware features, ensuring they understand key functionalities and best practices
• Collaborate with the product and engineering teams to stay up to date on new product features, updates and enhancements
• Follow up with customers to ensure their issues are fully resolved and they are satisfied with the service provided
• Maintain and contribute to a knowledge base, updating solutions and FAQs for internal use and customer reference
• Assist in managing customer expectations and delivering solutions within agreed timelines
• Adhere to company policies, processes and service level agreements (SLAs) to ensure consistent and high-quality customer service

Skills

• Associate degree in a related field (e.g., healthcare technology, IT, or radiology) or equivalent work experience
• Minimum 1-2 years of experience in a customer support, technical support, or helpdesk role, preferably in the healthcare or technology sector
• Strong technical troubleshooting skills, with the ability to understand and resolve basic software and hardware issues
• Excellent communication skills, with the ability to explain complex technical concepts clearly and understandably
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment
• Proficient in using customer support tools, ticketing systems, and Microsoft Office Suite (or equivalent)
• Empathy and patience when dealing with customers, with a focus on delivering outstanding service
• Strong attention to detail and commitment to accurate documentation
• Experience with radiology systems or medical technology products is a plus
• Knowledge of radiology imaging systems or software (PACS, DICOM, etc.) is highly desirable
• Familiarity with customer relationship management (CRM) and ticketing platforms

Benefits

• Medical
• Dental
• Vision
• Use as needed vacation policy
• Participation in our employee option program

Company Overview