Customer Support Specialist I – Tier 1 Technical Support

About the role

We are looking for a Customer Support Specialist to deliver first‑line assistance for product and payment issues. The role involves handling customer inquiries by phone and email, following established support guides, and ensuring each case is resolved or escalated appropriately.

Key responsibilities

• Provide friendly, timely, and professional support via phone and email.
• Manage customer cases from initial contact through resolution, maintaining accurate documentation and follow‑up.
• Troubleshoot product and payment problems using support guides and gather necessary diagnostic details.
• Research transaction failures, refunds, disputes, and configuration concerns, documenting findings and impact.
• Escalate complex or unresolved cases with clear summaries and relevant information.
• Collaborate with internal teams while adhering to security, privacy, and data‑handling procedures.

Required profile

• At least one year of customer support experience in a service or customer‑facing role.
• Proven ability to handle inquiries and cases through phone and email.
• Strong communication, active listening, and de‑escalation skills.
• Good problem‑solving abilities and attention to detail.
• Willingness to learn new software and technology.

Required skills

• Familiarity with support ticketing or case management systems (preferred).
• Experience in healthcare technology or payment processing (preferred).