Tier 1 Customer Support Agent – International

Job not on LinkedIn

🔥 2 minutes ago

🌐 Argentina, Mexico, +3 more countries – Remote

🇦🇷 Argentina – Remote 🇲🇽 Mexico – Remote 🇵🇭 Philippines – Remote 🇧🇷 Brazil – Remote 🇨🇴 Colombia – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

ICANotes LLC

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1998

🏥 Healthcare

🔌 API

🛍️ eCommerce

Healthcare • API • eCommerce

ICANotes LLC is a company that specializes in providing digital solutions for managing links and QR codes to enhance audience engagement and connectivity. Through their platform, they offer tools such as URL shorteners, customizable QR codes, and analytics features that enable businesses to effectively track and optimize their communication strategies. ICANotes is dedicated to helping organizations create stronger interactions with their customers by making digital connections seamless and efficient.

📋 Description

• Provide customer support through telephone, live chat, email, ticketing systems, and other approved channels • Assist with technical, application, configuration, and workflow-related questions about ICANotes products and services • Provide basic product education and workflow guidance • Troubleshoot customer-reported issues, test solutions, document findings, and escalate when needed • Develop and maintain functional and technical knowledge of ICANotes products • Follow assigned weekly support schedules across telephone, chat, email, and ticket responsibilities • Document customer communications, troubleshooting steps, resolutions, and follow-up activities • Own assigned customer issues through resolution or appropriate escalation • Meet service-level agreements, response-time expectations, customer satisfaction standards, quality metrics, and ticket-resolution goals • Follow standard operating procedures, escalation protocols, security requirements, and departmental policies • Escalate issues to management, Product, Engineering, Billing, Training, Compliance, or other appropriate departments • Maintain professionalism when assisting customers with technical difficulties or workflow disruptions • Remain current on product releases, enhancements, known issues, documentation, and procedural changes • Identify recurring customer concerns and report trends or systemic issues to the Support Manager • Recommend improvements to knowledge base articles, troubleshooting resources, customer education materials, and internal documentation • Participate in quality improvement initiatives • Collaborate with Support team members and cross-functional departments • Protect confidential company and customer information and comply with privacy, security, and data-handling requirements • Participate in meetings, training, coaching, performance reviews, and professional development activities • Assist with special assignments and departmental initiatives as directed by management

🎯 Requirements

• 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 • Strong customer service and interpersonal skills • Strong technical aptitude and computer literacy • Ability to learn complex software applications and develop 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 • Ability to manage multiple customer interactions and responsibilities in a fast-paced environment • Ability to follow established procedures and use appropriate judgment when escalation is required • Dependability, punctuality, accountability, and consistent attendance • Ability to work independently with limited supervision and as part of a remote team • Self-motivated approach with ability to accept direction, initiate tasks, and complete responsibilities • Maintain a private, quiet, professional, distraction-free workspace • Provide and maintain a reliable computer capable of running required applications and security tools • Maintain high-speed internet exceeding 20 Mbps during scheduled working hours • Maintain a backup internet solution • Maintain a backup power solution • Maintain reliable telephone and audio capabilities, including a professional-quality headset when required • Ensure business equipment is maintained, secured, updated, and supports required security controls

🏖️ Benefits

• Fully remote work arrangement • Professional development activities • Required training sessions, coaching, and performance reviews

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume