Tier 1 Customer Support Agent – International

This is a fully remote position, open to applicants in Argentina, +4 more countries.

📋 Description

• Deliver customer support via telephone, live chat, email, ticketing systems, and other authorized channels.

• Assist customers with technical inquiries, application issues, configuration questions, and workflow-related concerns regarding ICANotes products and services.

• Provide fundamental product education and guidance on workflows.

• Troubleshoot issues reported by customers, test solutions, document findings, and escalate as necessary.

• Cultivate and uphold both functional and technical knowledge of ICANotes products.

• Adhere to assigned weekly support schedules for telephone, chat, email, and ticket responsibilities.

• Record customer communications, troubleshooting processes, resolutions, and follow-up actions.

• Take ownership of assigned customer issues until resolution or proper escalation.

• Achieve service-level agreements, response-time targets, customer satisfaction metrics, quality standards, and ticket resolution objectives.

• Comply with standard operating procedures, escalation protocols, security policies, and departmental guidelines.

• Escalate issues to management, Product, Engineering, Billing, Training, Compliance, or other relevant departments as needed.

• Maintain professionalism while assisting customers with technical challenges or workflow interruptions.

• Stay updated on product releases, enhancements, known issues, documentation, and procedural modifications.

• Identify recurring customer issues and report trends or systemic challenges to the Support Manager.

• Suggest improvements to knowledge base articles, troubleshooting resources, customer education materials, and internal documentation.

• Engage in quality improvement initiatives.

• Collaborate with Support team members and cross-functional departments.

• Safeguard confidential company and customer information while adhering to privacy, security, and data-handling regulations.

• Participate in meetings, training sessions, coaching, performance evaluations, and professional development opportunities.

• Support special assignments and departmental initiatives as directed by management.

⛳️ Requirements

• Prior experience in customer service, technical support, help desk support, SaaS support, or a similar customer-facing position.

• At least two years of customer support experience with a U.S.-based company is highly preferred.

• Experience in supporting U.S.-based clients in a professional business setting is strongly preferred.

• Familiarity with healthcare technology, electronic health records, electronic medical records, SaaS platforms, or other technical software products is preferred.

• Exceptional spoken and written English communication skills.

• Strong customer service and interpersonal abilities.

• High technical aptitude and computer literacy.

• Capability to learn complex software applications and acquire functional and technical product knowledge.

• Proficient troubleshooting, analytical, and problem-solving skills.

• Excellent attention to detail and documentation capabilities.

• Robust organizational, prioritization, and time-management skills.

• Ability to handle multiple customer interactions and responsibilities in a fast-paced environment.

• Competence in following established procedures and using sound judgment for escalations as needed.

• Dependability, punctuality, accountability, and consistent attendance.

• Ability to work independently with minimal supervision and as part of a remote team.

• Self-motivated with the ability to accept guidance, initiate tasks, and fulfill responsibilities.

• Maintain a private, quiet, professional workspace free from distractions.

• Provide and ensure a reliable computer capable of running necessary applications and security tools.

• Maintain high-speed internet exceeding 20 Mbps during scheduled working hours.

• Have a backup internet solution in place.

• Ensure a backup power solution is available.

• Maintain reliable telephone and audio capabilities, including a professional-quality headset when necessary.

• Ensure business equipment is maintained, secured, updated, and supports required security controls.

🏝️ Benefits

• Fully remote work arrangement.

• Opportunities for professional development.

• Mandatory training sessions, coaching, and performance evaluations.