Tier 1 Customer Support Agent (Healthcare SaaS)

TL;DR

Tier 1 Customer Support Agent (Healthcare SaaS): Providing technical and workflow support for behavioral health EHR solutions with an accent on troubleshooting, application configuration, and U.S. customer relations. Focus on resolving technical issues via multiple channels and improving the customer experience through detailed documentation and cross-functional collaboration.

Location: Remote (Must be based in Argentina)

Company

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

What you will do

• Provide professional technical, application, and workflow support via phone, live chat, email, and ticketing systems.
• Troubleshoot customer-reported issues, identify causes, and escalate complex cases to Product, Engineering, or Billing departments.
• Deliver basic product education and guidance to ensure customers utilize appropriate system workflows.
• Maintain detailed documentation of all customer communications, troubleshooting steps, and resolutions.
• Meet and exceed service-level agreements (SLAs), response-time expectations, and quality metrics.
• Analyze recurring customer concerns to identify trends and recommend improvements for knowledge base articles.

Requirements

• Previous experience in customer service, technical support, help desk, or SaaS support.
• Minimum of two years of customer support experience with a U.S.-based company strongly preferred.
• Must be based in Argentina.
• Excellent spoken and written English communication skills for professional interaction with U.S. customers.
• Strong technical aptitude and ability to quickly master complex software applications.
• Reliable remote setup: private workspace, own computer, high-speed internet (> 20 Mbps), and backup power/internet solutions.

Culture & Benefits

• Fully remote work arrangement.
• Culture focused on continuous improvement, accountability, and collaboration.
• Opportunities for professional development, coaching, and performance reviews.
• Dynamic environment where team members contribute directly to improving the customer experience.