Customer Support Analyst

TL;DR

Customer Support Analyst (Healthcare Software): Providing consultative technical and non-technical support to customers through calls and electronic tickets, with an accent on troubleshooting, access provisioning, and HIPAA-compliant handling of protected health information. Focus on resolving non-standard software issues, identifying critical platform-wide incidents, and coordinating escalations with cross-functional subject matter experts.

Location: 1 Doña Julia Vargas Ave, Pasig, Metro Manila, Philippines

Company

hirify.global provides technology applications and support services for healthcare revenue cycle operations.

What you will do

• Provide courteous support to end users through inbound calls and electronic tickets.
• Troubleshoot technical and non-technical issues, including problems without standard documented solutions.
• Escalate complex or critical incidents to cross-functional teams and subject matter experts.
• Monitor and document support requests, proactively communicating issues that may affect multiple clients.
• Provision access for internal and external users of hirify.global technology applications.
• Handle protected health information in accordance with HIPAA and information security policies.

Requirements

• Bachelor’s degree or at least one year of project management experience.
• Prior help desk experience supporting external customers with software.
• Technical aptitude with logical, systematic troubleshooting and problem-solving skills.
• Proficiency in Microsoft Outlook, Word, and Excel.
• Strong written and verbal communication skills, including experience leading meetings and conducting training.
• Ability to work independently in a changing environment, follow required security procedures, and work flexible shifts with occasional overtime.

Culture & Benefits

• Flexible scheduling and occasional overtime may be required.
• A smartphone or electronic device is required for multifactor authentication and security applications.
• Work involves collaboration, handling customer issues under stress, and operating standard office equipment.
• The work environment typically has minimal noise.