Customer Service Agent – HealthTech

Job Description

Responsibilities

• Provide high-quality customer support via phone, email, and chat in clear, professional, and easily understandable English
• Communicate effectively with U.S.-based clinical and technical users, ensuring clarity in live conversations and issue explanations
• Troubleshoot user issues related to RIS, PACS, Dictation, or patient portal access
• Create detailed support tickets and professional documentation of client interactions
• Follow defined procedures for escalation, triage, and resolution
• Ensure compliance with HIPAA and data security protocols in every interaction
• Contribute to the internal knowledge base and assist with support process improvement
• Uphold our customer-first culture through empathy, clarity, and reliability

Required Qualifications

• Minimum 2 years of experience in a customer support role, preferably in SaaS, healthcare IT, or medical imaging
• Fluent spoken and written English (C1 level or higher) with strong verbal clarity and a limited accent
• Must be easily understood by U.S.-based customers during live phone and video interactions
• Must be able to clearly articulate technical issues and document interactions professionally
• Experience with support tools such as Jira, Zendesk, Freshdesk, or similar platforms
• Familiarity with medical or radiology terminology (e.g., PACS, RIS, HL7, DICOM)
• Basic technical troubleshooting ability (web-based tools, log collection, resets)
• Ability to work flexible hours, including U.S. business hours, evenings, weekends, or on-call shifts, if required
• Excellent problem-solving and analytical skills
• Proficiency with CRM software, ticketing systems, and office tools (e.g., Microsoft Office, Google Suite)
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously

Preferred Experience

• Prior support experience in radiology, imaging centers, or teleradiology groups
• Familiarity with HIPAA regulations and patient privacy compliance
• Experience supporting cloud-based healthcare SaaS platforms
• While additional language skills may be beneficial, this role is conducted primarily in English, and exceptional English fluency is required.

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