[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