Customer Support Specialist, US Healthcare – EST Hours

Role Overview

• Serve as the primary point of contact for our US-based client.
• Diagnose and resolve platform and kiosk-related issues.
• Manage user accounts and ensure a smooth experience for facilities.
• Handle inbound queries and troubleshoot technical issues.
• Take full ownership of the customer support function.
• Assist with onboarding of new clients to the platform.
• Guide facility staff through platform features for successful adoption.

Requirements

• 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 prioritisation.

Soft Skills:

• Excellent verbal and written English communication skills.
• Professional, patient, and confident phone and email manner.
• Strong problem-solving ability with a calm, solutions-focused approach.
• Highly organised and detail-oriented.
• Proactive with strong follow-up skills and the ability to work independently.

Technical Skills:

• Comfortable navigating web-based software portals and SaaS platforms.
• Proficiency in MS Office and Outlook.
• Comfortable performing accurate data entry and maintaining digital records.