Customer Support Specialist I – Tier 1 Technical Support

About the role

We are looking for a motivated Customer Support Specialist (Tier 1) to join our Patient Support team in Amman. You will be the first point of contact for users of our SaaS‑based healthcare platform, handling inquiries through phone, email and live chat while delivering a high‑quality customer experience.

Key responsibilities

• Provide first‑line support across multiple channels, responding promptly and professionally.
• Diagnose and resolve common technical issues such as login problems, password resets, browser compatibility, and user‑permission requests.
• Document all interactions accurately in the CRM/ticketing system, including troubleshooting steps and resolutions.
• Escalate complex cases to higher‑level engineers and ensure customers receive regular status updates.
• Maintain a thorough understanding of product features, workflows and support processes.

Required profile

• Excellent verbal and written communication skills with a strong customer‑service orientation.
• Ability to empathize, stay patient and take ownership of issues from start to finish.
• Comfortable working US‑aligned business hours and handling multiple cases simultaneously.

Required skills

• Experience with SaaS and web‑based applications.
• Proficiency using CRM or ticket‑management tools.
• Basic troubleshooting of authentication, password recovery, browser compatibility and user‑access configurations.