Tier 1 Customer Support Agent – International

ICANotes LLC

International Customer Support Agent providing technical, application, and workflow support for ICANotes behavioral health EHR solutions. Must assist U.S.-based customers in a remote environment.

Posted 7/29/2026full-timeRemote • 🇦🇷 ArgentinaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities with a focus on technical troubleshooting, effective communication, and comprehensive product knowledge in ICANotes and related healthcare technology. Proven ability to meet service-level agreements and maintain high customer satisfaction standards.

Highest-signal resume keywords

Customer Support ExperienceTechnical TroubleshootingHealthcare Technology KnowledgeExcellent Communication SkillsDocumentation Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportSaaS SupportTroubleshootingAnalytical SkillsProblem-SolvingComputer LiteracyProduct KnowledgeWorkflow ConfigurationTicketing SystemsAttention to Detail

Soft Skills

Interpersonal SkillsOrganizational SkillsTime ManagementDependabilityAccountability

Tools & Technologies

ICANotes ProductsElectronic Health RecordsElectronic Medical RecordsCustomer Support SystemsCommunication Channels

Industry Keywords

Customer ServiceU.S.-Based CustomersProfessional Business EnvironmentTechnical Software ProductsPrivacy Compliance

About the role

Key responsibilities & impact

Provide professional customer support through telephone, live chat, email, ticketing systems, and other approved communication channels.
Assist customers with technical, application, configuration, and workflow-related questions involving ICANotes products and services.
Provide basic product education and guidance when customer inquiries involve training or appropriate system workflows.
Troubleshoot customer-reported issues by gathering relevant information, identifying potential causes, testing solutions when appropriate, and escalating issues that require additional technical or departmental review.
Develop and maintain a comprehensive functional and technical understanding of ICANotes products to provide accurate customer guidance.
Accurately document customer communications, troubleshooting steps, resolutions, and follow-up activities within the designated ticketing or customer support system.
Meet or exceed established service-level agreements, response-time expectations, customer satisfaction standards, quality metrics, ticket resolution goals, and other departmental performance measures.
Protect confidential company and customer information and comply with all applicable privacy, security, and data-handling requirements.

Requirements

What you’ll need

Previous experience in customer service, technical support, help desk support, SaaS support, or a comparable customer-facing role.
A minimum of two years of customer support experience with a U.S.-based company is strongly preferred.
Experience supporting U.S.-based customers in a professional business environment is strongly preferred.
Experience with healthcare technology, electronic health records, electronic medical records, SaaS platforms, or other technical software products is preferred.
Excellent spoken and written English communication skills, including the ability to communicate clearly and professionally with U.S.-based customers.
Strong customer service and interpersonal skills.
Strong technical aptitude and computer literacy.
The ability to learn complex software applications and develop both functional and technical product knowledge.
Strong troubleshooting, analytical, and problem-solving abilities.
Excellent attention to detail and documentation skills.
Strong organizational, prioritization, and time-management abilities.
Dependability, punctuality, accountability, and consistent attendance.
The ability to work independently with limited supervision while also functioning effectively as part of a remote team.

Benefits

Comp & perks

Maintain a private, quiet, professional, and distraction-free workspace appropriate for telephone and video communication with customers.
Provide and maintain their own reliable computer capable of operating all ICANotes-required applications, communication platforms, security tools, and browser-based systems.
Maintain high-speed internet service with a minimum sustained connection speed exceeding 20 Mbps during all scheduled working hours.
Adequate backup solution for power interruptions to preserve connectivity when outages occur.
Professional-quality headset for telecommunication when required.
All equipment must be maintained, secured, updated, and capable of supporting required security controls.