Location: Amman, Jordan
Employment Type: Full-Time
Department: Customer Support / Patient Experience
Shift: US-Aligned Working Hours (US Business Calendar)
Role Overview
We are seeking a Customer Support Specialist to provide first-line assistance with product and payment issues. The role involves supporting customers by phone and email, troubleshooting through established support guides, and managing cases through resolution or escalation.
Key Responsibilities
· Provide friendly, timely, and professional customer support by phone and email.
· Manage customer cases from initial contact through resolution, maintaining accurate documentation and consistent follow-up.
· Troubleshoot product and payment issues using support guides and gather the details needed to diagnose the problem.
· Research transaction failures, refunds, disputes, and configuration concerns; document findings, troubleshooting steps, and customer impact.
· Escalate complex or unresolved cases with a clear summary of the issue, actions taken, relevant findings, and customer impact.
· Collaborate with internal teams to resolve customer concerns and follow established security, privacy, and data-handling procedures.
Required Qualifications
· At least one year of customer support experience in a service or customer-facing role.
· Experience handling customer inquiries and cases through phone and email.
· Strong communication, active listening, and customer de-escalation skills.
· Good problem-solving skills and the ability to troubleshoot issues using established procedures.
· Strong attention to detail, accountability, and willingness to learn new software and technology.
Preferred Experience
· Familiarity with support ticketing or case management systems.
· Experience in healthcare technology or payment processing.
· Experience managing customer support queues across calls and email.
Measures of Success
· Clear, timely, and professional customer interactions.
· Accurate resolution or escalation within established service-level targets.
· Complete case documentation and consistent customer follow-up.
· Achievement of established productivity, quality, and customer satisfaction goals.
