Customer Support Specialist (Medtech)

TL;DR

Customer Support Specialist (Medtech): Providing first-level support for Managed Services clients using Electronic Health Record software with an accent on ITIL methodology and technical troubleshooting. Focus on maintaining high-quality service standards, documenting knowledge base updates, and mentoring new team members in a fast-paced environment.

Location: Must be based in the USA (Remote, 2nd shift schedule: 3:00pm–11:00pm CST).

Company

hirify.global provides managed services and technical support solutions for healthcare and enterprise clients.

What you will do

• Provide first-level support for inbound interactions from end users, staff, and patients.
• Maintain end-to-end responsibility for support requests, ensuring timely and courteous service.
• Assist in the development and improvement of work instructions and standard operating procedures.
• Mentor and train new team members while managing support queues.
• Contribute to the knowledge management database by documenting solutions and intelligence gained.
• Collaborate with the team to handle complex issues before escalation.

Requirements

• Must be based in the USA.
• Excellent verbal and written communication skills for professional client interaction.
• Experience troubleshooting Microsoft Office applications.
• Technical writing experience.
• Ability to function effectively in a high-paced, stressful environment.
• High school diploma or equivalent.

Nice to have

• 2 years of experience in a customer service role.
• Previous call center experience.

Culture & Benefits

• 100% remote work environment.
• Equal employment opportunity employer committed to diversity and inclusion.
• Structured work environment following ITIL methodology.
• Opportunities for professional growth through mentoring and training responsibilities.