Tier 1 Customer Support Agent (International) (EHR)

Location: Remote from Argentina, Mexico, the Philippines, Brazil, or Colombia

Company

hirify.global provides behavioral health electronic health record (EHR) solutions for healthcare organizations throughout the United States.

What you will do

• Provide customer support by telephone, live chat, email, ticketing systems, and other approved channels.
• Assist customers with technical, application, configuration, workflow, training, and product-use questions.
• Troubleshoot reported issues, test solutions when appropriate, document findings, and escalate matters to Support, Product, Engineering, Billing, Training, Compliance, or management.
• Maintain ownership of customer issues through resolution or appropriate escalation while meeting service-level, response-time, satisfaction, quality, and ticket-resolution targets.
• Maintain current knowledge of product releases, known issues, documentation, procedures, and support resources.
• Identify recurring concerns, recommend documentation and knowledge-base improvements, and collaborate on quality-improvement initiatives.

Requirements

• Previous experience in customer service, technical support, help desk support, SaaS support, or a comparable customer-facing role.
• Excellent spoken and written English communication skills for professional communication with U.S.-based customers.
• Strong customer service, interpersonal, technical, computer-literacy, troubleshooting, analytical, and problem-solving skills.
• Ability to learn complex software applications and develop functional and technical product knowledge.
• Excellent attention to detail, documentation, organization, prioritization, and time-management skills.
• Ability to manage multiple customer interactions in a fast-paced environment and follow procedures while exercising judgment about escalation.
• Dependability, punctuality, accountability, consistent attendance, self-motivation, and the ability to work independently with limited supervision as part of a remote team.
• Ability to protect confidential company and customer information and comply with privacy, security, and data-handling requirements.
• Experience supporting U.S.-based customers is strongly preferred; a minimum of two years of customer support experience with a U.S.-based company is strongly preferred.

Nice to have

• Experience with healthcare technology, electronic health records, electronic medical records, SaaS platforms, or other technical software products.

Culture & Benefits

• Fully remote contractor role with assigned weekly telephone, chat, email, and ticket responsibilities.
• Culture focused on continuous improvement, accountability, collaboration, learning, and customer experience.
• Participation in required meetings, training, coaching, performance reviews, professional development, and departmental initiatives.
• Contractors must provide a private, quiet, professional, distraction-free workspace and maintain reliable connectivity throughout scheduled working hours.
• Contractors must provide their own reliable computer, internet exceeding 20 Mbps, backup internet, backup power, and professional telephone/audio equipment.
• Equipment must be maintained, secured, updated, and capable of supporting required security controls; repeated preventable equipment, connectivity, or power failures may affect continued eligibility.