Location: Amman, Jordan
Employment Type: Full-Time
Department: Customer Support / Patient Experience
Shift: US-Aligned Working Hours (US Business Calendar)
About the Role
We are seeking motivated, customer-focused, and technology-oriented Customer Support Specialists (Tier 1) to join our Patient Support team. In this role, you will serve as the first point of contact for customers using our Software-as-a-Service (SaaS) and web-based healthcare solutions.
As a Tier 1 Customer Support Specialist, you will be responsible for delivering an exceptional customer experience by responding to inquiries, resolving common technical and account-related issues, documenting customer interactions accurately, and ensuring cases are efficiently resolved or escalated when necessary.
This role is ideal for professionals who enjoy helping customers, possess excellent communication skills, and can troubleshoot technical issues while maintaining empathy, professionalism, and ownership throughout every interaction.
You will work closely with internal technical teams, product specialists, and higher-level support engineers to ensure customers receive timely and effective resolutions.
Key Responsibilities
Customer Support & Customer Experience
- Deliver high-quality first-line customer support through multiple communication channels, including phone, email, and live chat.
- Handle customer inquiries professionally, ensuring every interaction reflects excellent customer service standards.
- Build positive relationships with customers by demonstrating empathy, patience, professionalism, and active listening.
- Take full ownership of customer requests from initial contact until resolution or successful escalation.
- Ensure customers receive regular updates regarding the progress of their reported issues.
Technical Troubleshooting
- Diagnose and resolve common product and technical issues, including:
- Login and authentication problems
- Password resets and account recovery
- Browser compatibility issues
- User permissions and access requests
- Navigation and usability questions
- Basic platform configuration
- General SaaS application functionality
- Guide customers through clear, step-by-step troubleshooting procedures.
- Reproduce reported issues whenever possible to determine root causes.
- Identify problems requiring advanced technical expertise and escalate them appropriately.
Case Management & Documentation
- Record all customer interactions accurately within the company's CRM or ticket management system.
- Maintain complete documentation including:
- Customer concerns
- Troubleshooting performed
- Resolution provided
- Follow-up actions
- Escalation details
- Ensure all tickets meet company documentation standards.
- Manage multiple support cases simultaneously while maintaining accuracy and quality.
- Monitor open cases to ensure timely follow-up and resolution.
Product Knowledge & Customer Education
- Develop comprehensive knowledge of the company's products, services, workflows, and support processes.
- Educate customers on product features, functionality, and best practices.
- Direct customers toward available self-service resources and knowledge base articles whenever appropriate.
- Stay updated on product enhancements, feature releases, and process changes.
- Share recurring customer feedback with internal teams to improve documentation, products, and customer experience.
Escalation Management
- Identify issues outside Tier 1 support scope and escalate them to Tier 2 or Tier 3 support teams.
- Provide complete troubleshooting information before escalation to minimize resolution time.
- Collaborate closely with technical teams to ensure seamless case transitions.
- Track escalated cases and communicate updates back to customers.
Collaboration & Continuous Improvement
- Work collaboratively with Customer Success, Engineering, Product, Quality Assurance, and other internal teams.
- Participate in team meetings, coaching sessions, and ongoing training initiatives.
- Contribute ideas that improve support processes, customer satisfaction, and operational efficiency.
- Assist in maintaining internal knowledge base documentation.
Compliance & Quality
- Follow company policies related to:
- Information security
- Data privacy
- Customer confidentiality
- Regulatory compliance
- Standard operating procedures
- Maintain high standards of customer service quality and professionalism.
- Meet established KPIs related to response time, case resolution, customer satisfaction, quality assurance, and productivity.
- Maintain reliable attendance and schedule adherence while supporting US business operations.
Required Qualifications
- Bachelor's degree in Business Administration, Information Technology, Computer Science, Management Information Systems, Communications, or a related field, or equivalent practical experience.
- Minimum 1 year of experience in one or more of the following:
- Customer Support
- Customer Service
- Technical Support
- Help Desk
- Service Desk
- Contact Center
- Call Center
- Excellent verbal and written communication skills in English.
- Strong customer service mindset with outstanding interpersonal skills.
- Demonstrated ability to manage difficult customer interactions with professionalism and empathy.
- Strong analytical thinking and problem-solving abilities.
- Basic technical troubleshooting skills involving:
- Web applications
- Browsers
- User accounts
- Software applications
- Basic networking concepts
- Experience working with CRM, ticketing, or case management systems.
- Ability to prioritize workload and manage multiple customer requests simultaneously.
- Strong attention to detail and documentation skills.
- Ability to work independently while collaborating effectively within a team environment.
- Willingness to work US-aligned shifts and follow the applicable US business calendar.
Preferred Qualifications
- Two or more years of experience in customer support or technical support.
- Previous experience supporting SaaS products or cloud-based applications.
- Experience supporting healthcare technology, patient platforms, or regulated industries.
- Familiarity with customer service best practices and service-level agreements (SLAs).
- Experience using platforms such as:
- Salesforce
- Jira
- Zendesk
- Freshdesk
- ServiceNow
- Asana
- Other CRM or ticket management systems
- Basic understanding of APIs, integrations, website configuration, or software implementation.
- Experience working in international customer support environments.
Technical Skills
- CRM and Ticketing Systems
- SaaS Platforms
- Microsoft Office Suite
- Google Workspace
- Web Browser Troubleshooting
- User Account Administration
- Basic Software Troubleshooting
- Knowledge Base Management
- Live Chat Support Tools
- Email Support Platforms
Soft Skills
- Customer-first mindset
- Excellent communication
- Active listening
- Empathy
- Accountability
- Critical thinking
- Problem-solving
- Time management
- Adaptability
- Team collaboration
- Professionalism
- Conflict resolution
- Attention to detail
- Continuous learning
