Healthcare Customer Support Specialist BC

Position Overview
As a Customer Support Specialist, you will serve as the primary point of contact for users. You will provide exceptional customer support while helping patients securely access their medical information, resolve technical challenges, and confidently navigate the platform.This role requires a unique blend of customer service excellence, technical troubleshooting, attention to detail, and empathy. Every interaction is an opportunity to build trust and deliver a positive experience during what may be a stressful or sensitive healthcare situation.
Key ResponsibilitiesCustomer Support & Technical AssistanceProvide timely and professional support through phone, email, and chat channels.Assist users with account creation, password recovery, Multi-Factor Authentication (MFA), login issues, and platform navigation.Guide patients through troubleshooting steps related to mobile applications and user account access.Patient Advocacy & Issue ResolutionInvestigate, document, and follow up on patient concerns related to data synchronization and connectivity with healthcare providers and hospital systems.Serve as a trusted advocate for patients by ensuring concerns are addressed accurately and efficiently.Customer Experience & Relationship BuildingDeliver compassionate, patient-centered support with professionalism and empathy.De-escalate challenging situations and provide reassurance to users experiencing stress or frustration.Communicate technical concepts in a clear, simple, and user-friendly manner.Documentation & ComplianceMaintain accurate and detailed records of all customer interactions within the CRM system.Follow established Standard Operating Procedures (SOPs), data privacy requirements, and security protocols.Ensure proper documentation to support compliance, audit requirements, and internal reporting.Escalation & Cross-Functional CollaborationIdentify recurring issues, product defects, and critical bugs.Escalate technical problems to Tier 2 Support or Engineering teams using established processes and documentation standards.Collaborate with internal stakeholders to improve the overall customer experience and product performance.
Qualifications & ExperienceRequiredAdvanced English proficiency (C1/C2) with excellent verbal and written communication skills.24+ years of experience in Customer Support, Customer Service, Technical Support, Help Desk, or related roles.Experience working with CRM platforms such as Zendesk, Salesforce, HubSpot, or similar tools.Strong troubleshooting and problem-solving abilities.Excellent attention to detail and commitment to data accuracy.Ability to follow procedures, security standards, and compliance requirements.Comfortable supporting users across web and mobile platforms (iOS and Android).PreferredExperience within Healthcare, HealthTech, Insurance, Medical Services, or other highly regulated industries.Familiarity with HIPAA, healthcare privacy standards, or handling sensitive personal information.Experience supporting SaaS, mobile applications, or digital platforms.College degree or relevant certifications in Customer Service, Healthcare Administration, Information Technology, or related fields.