Customer Support Associate

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

💵 $1.2k / month

⏳ Contract/Temporary

🟡 Mid-level

💝 Customer Support

👻 Ghost score 1%

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Junction

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

📚 Education

🤝 Non-profit

Education • Non-profit

Junction is a non-profit organization that runs large-scale, world-class hackathons and developer events focused on AI and technology innovation. It organizes flagship gatherings (like Junction 2025 in Espoo, Finland) that bring together engineers, designers, and business builders for intensive project-based learning, networking, and competitions with partner companies and prize pools. Junction also supports its community through pre-events, grants, volunteer programs, jobs, and online channels to connect participants and industry partners.

📋 Description

• Contact US labs, mobile phlebotomy vendors, and other partners about turnaround times, result status, demographic corrections, order status, and redraws • Manage the Tier 1 call-request queue, prioritize by urgency, and meet response-time targets • Follow SOPs precisely and flag items that cannot be completed or require escalation • Document every call outcome accurately in designated templates • Persistently follow up with labs and partners until issues are resolved • Identify SOP gaps, recurring issues, and process improvements • Potentially handle billing cases, including refunds and chargebacks, as the role expands • Coordinate with the Tier 1 Customer Support team and Philippines-based Operations team • Success measured by response-time performance, documentation accuracy and completeness, and actionable notes

🎯 Requirements

• 4+ years in customer support, call center, or BPO supporting US-based clients, preferably in healthcare • Experience making outbound calls to businesses and capturing information accurately • Clear, confident, and professional phone communication in English, including with US-based businesses • Strong accuracy with names, dates, IDs, and results • Ability to perform structured, process-driven work consistently • Persistence with hold times, callbacks, and follow-ups • Ability to distinguish between following process and escalating issues for human decision • Care and discretion when handling sensitive patient health information • Comfortable with Pylon, Zendesk, and Slack • Willingness to work Monday–Friday, 9am–6pm ET, approximately overnight hours in the Philippines • Home internet with at least 100 Mbps download and upload, backup internet, and backup power • Nice to have but not required: US healthcare, lab, or medical billing experience; HIPAA training; billing disputes, refunds, or chargebacks experience

🏖️ Benefits

• Potential to extend the 6-month contract based on performance and need • Remote work arrangement • Overnight shift schedule aligned with US Eastern Time

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