Tier 1 Customer Support Agent – International

Job not on LinkedIn

🔥 3 hours ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

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

Upload Resume

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 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

• 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

• 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.