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 and collaboration. They are seeking a highly motivated Customer Support Specialist Level 1 to be the first point of contact for customers, providing timely support and addressing technical inquiries related to their technology solutions.
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
- 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
Synthesis Health provides diagnostic and interventional radiology services. It was founded in 2021, and is headquartered in Houston, Texas, USA, with a workforce of 51-200 employees. Its website is https://synthesishealthinc.com.