[Remote] Customer Support Specialist Level 1 (L1) - US

Note: The job is a remote job and is open to candidates in USA. Synthesis Health is a mission-driven company dedicated to revolutionizing healthcare through innovation. They are seeking a highly motivated Customer Support Specialist Level 1 to provide first-level support for customers using their technology solutions, ensuring timely assistance and exceptional service. Responsibilities Provide first-level support for customer inquiries related to Synthesis technology solutions products services via phone, email and other omni-channel options Diagnose and resolve basic technical issues related to product functionality, installation and usage Escalate unresolved or complex issues to higher-level technical support or internal teams Log all customer interactions and troubleshooting steps into the customer support system, ensuring accurate and detailed records Assist customers in setting up and configuring Synthesis systems, providing step-by-step guidance when necessary Educate customers on the use of software and hardware features, ensuring they understand key functionalities and best practices Collaborate with the product and engineering teams to stay up to date on new product features, updates and enhancements Follow up with customers to ensure their issues are fully resolved and they are satisfied with the service provided Maintain and contribute to a knowledge base, updating solutions and FAQs for internal use and customer reference Assist in managing customer expectations and delivering solutions within agreed timelines Adhere to company policies, processes and service level agreements (SLAs) to ensure consistent and high-quality customer service Skills Associate degree in a related field (e.g., healthcare technology, IT, or radiology) or equivalent work experience Minimum 1-2 years of experience in a customer support, technical support, or helpdesk role, preferably in the healthcare or technology sector Strong technical troubleshooting skills, with the ability to understand and resolve basic software and hardware issues Excellent communication skills, with the ability to explain complex technical concepts clearly and understandably Ability to handle multiple tasks and prioritize effectively in a fast-paced environment Proficient in using customer support tools, ticketing systems, and Microsoft Office Suite (or equivalent) Empathy and patience when dealing with customers, with a focus on delivering outstanding service Strong attention to detail and commitment to accurate documentation Experience with radiology systems or medical technology products is a plus Knowledge of radiology imaging systems or software (PACS, DICOM, etc.) is highly desirable Familiarity with customer relationship management (CRM) and ticketing platforms Benefits Medical Dental Vision Use as needed vacation policy Participation in our employee option program Company Overview Synthesis Health provides diagnostic and interventional radiology services. It was founded in 2021, and is headquartered in Houston, Texas, USA, with a workforce of 51-200 employees. Its website is