Technical Support Representative
Hireframe
Technical Support Specialist
Skilled Wound Care
contract
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteSalary
💰 $5 - $8 per hour
Job Level
JuniorMid-Level
Tech Stack
AndroidiOS
About the role
- Provide technical support to clinical facilities, healthcare providers, and internal staff via phone, text, helpdesk, and email while maintaining a high level of professionalism and customer service.
- Resolve technical issues related to software, hardware, and systems, ensuring timely resolution and minimizing downtime.
- Collaborate with departments, including clinical quality assurance, medical billers, and clinical liaisons, to deliver world-class support services and ensure customer satisfaction.
- Maintain accurate and comprehensive records of customer inquiries, issues, and resolutions in the ticketing system for reference and reporting purposes.
- Communicate effectively and empathetically with customers, demonstrating active listening skills and clear communication.
- Stay up-to-date with the latest technological advancements and continually expand knowledge in iOS, Android, Windows, and Mac operating systems.
- Facilitate knowledge sharing by assisting in the development and maintenance of technical support documentation, including knowledge base articles and FAQs.
- Escalate complex or unresolved issues to higher-level technical support or appropriate internal departments for further investigation and resolution.
- Assist in testing and quality assurance activities for software releases and updates, providing feedback and identifying any potential issues.
- Adhere to service level agreements (SLAs), meeting or exceeding defined response times and resolution targets.
Requirements
- 2-3 years of experience working in IT or technical support roles, preferably within a healthcare or clinical environment.
- Fluent spoken and written English required
- Proficient in providing technical support via phone, text, helpdesk, and email, with a strong focus on customer service and problem-solving skills.
- Extensive knowledge and troubleshooting experience with iOS, Android, Windows, and Mac operating systems.
- Familiarity with electronic health record systems and healthcare IT infrastructure is preferred.
- Excellent organizational skills and the ability to manage multiple tasks effectively, prioritizing work to meet deadlines.
- Fluency in spoken and written English, with strong communication skills and the ability to understand and articulate technical concepts effectively.
- Strong interpersonal skills, able to collaborate effectively with colleagues and stakeholders from various departments.
- Flexibility in work hours, capable of covering shifts from 6:30 AM PST to 10 PM PST based on business needs.
- Quick learner with the ability to adapt to evolving technologies and acquire new technical skills.
- Possessing a calm and composed demeanor, even in high-pressure situations, and capable of delivering high-quality support consistently.
Benefits
- Must be willing to work US hours
- Must be fluent in English
- This position will be a full time Independent Contractor role
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingiOSAndroidWindowsMac operating systemsquality assuranceproblem-solvingcustomer serviceticketing system
Soft skills
communicationactive listeningorganizational skillsinterpersonal skillsflexibilityadaptabilitycalm demeanorcollaborationprofessionalismcustomer satisfaction
