Customer Service Agent II

Radin Health; India; Remote; INR 600,000 - 900,000; Full time

Benefits offered by this job

Remote-first atmosphere

Structured onboarding and training

Growth paths into Tier 2, QA, orClient

Growth paths into Tier 2 Support

Job summary

Radin Health is seeking a Customer Service Agent to support healthcare professionals and technical staff using our software products. You will handle inquiries via phone, email, and chat with a focus on clear English communication and professional documentation.

Flexibility to cover U.S. business hours (evenings/weekends) is preferred, with experience in radiology or healthcare software highly valued. Remote-first environment and growth opportunities are offered.

Qualifications

• Minimum 2 years in a customer support role, SaaS, healthcare IT, or medical imaging only.
• Fluent spoken and written English (C1 level or higher) with strong verbal clarity and a limited accent.
• Must be easily understood by U.S.-based customers during live phone and video interactions.
• Experience documenting interactions and creating detailed support tickets.
• Familiarity with radiology terminology (PACS, RIS, HL7, DICOM).
• Ability to work flexible hours including U.S. business hours, evenings, weekends, or on-call shifts if required.

Responsibilities

• Provide high-quality customer support via phone, email, and chat in clear, professional English.
• Communicate effectively with U.S.-based clinical and technical users.
• Troubleshoot user issues related to RIS, PACS, Dictation, or patient portal access.
• Create detailed support tickets and professional documentation of client interactions.
• Follow defined procedures for escalation, triage, and resolution.
• Ensure HIPAA and data security compliance in every interaction.
• Contribute to the internal knowledge base and assist with support process improvement.
• Uphold a customer-first culture through empathy, clarity, and reliability.

Skills

Fluent English (C1+)

Clear verbal communication

Attention to detail

Healthcare IT experience

SaaS customer support

Tools

Jira

Zendesk

Freshdesk

Job description

We are hiring a Customer Service Agent who is fluent and highly proficient in spoken and written English. In this role, you will support healthcare professionals and technical staff using our software products. This position requires exceptional verbal clarity, strong written communication, attention to detail, and the ability to provide accurate, timely assistance in a professional and respectful manner.

Clear, confident English speaking skills with a neutral or minimal accent are required, as this role involves frequent real-time communication with U.S.-based healthcare providers over phone and video.

Candidates with experience supporting radiology or healthcare software in a B2B SaaS setting will be strongly preferred.

Key Responsibilities

• Provide high-quality customer support via phone, email, and chat in clear, professional, and easily understandable English
• Communicate effectively with U.S.-based clinical and technical users, ensuring clarity in live conversations and issue explanations
• Troubleshoot user issues related to RIS, PACS, Dictation, or patient portal access
• Create detailed support tickets and professional documentation of client interactions
• Follow defined procedures for escalation, triage, and resolution
• Ensure compliance with HIPAA and data security protocols in every interaction
• Contribute to the internal knowledge base and assist with support process improvement
• Uphold our customer-first culture through empathy, clarity, and reliability

Required Qualifications

• Minimum 2 years of experience in a customer support role, in SaaS, healthcare IT, or medical imaging only
• Fluent spoken and written English (C1 level or higher) with strong verbal clarity and a limited accent
• Must be easily understood by U.S.-based customers during live phone and video interactions
• Must be able to clearly articulate technical issues and document interactions professionally
• Experience with support tools such as Jira, Zendesk, Freshdesk, or similar platforms
• Familiarity with medical or radiology terminology (e.g., PACS, RIS, HL7, DICOM)
• Basic technical troubleshooting ability (web-based tools, log collection, resets)
• Ability to work flexible hours, including U.S. business hours, evenings, weekends, or on-call shifts, if required
• Excellent problem-solving and analytical skills
• Proficiency with CRM software, ticketing systems, and office tools (e.g., Microsoft Office, Google Suite)
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously

Preferred Experience

• Prior support experience in radiology, imaging centers, or teleradiology groups
• Familiarity with HIPAA regulations and patient privacy compliance
• Experience supporting cloud-based healthcare SaaS platforms
• While additional language skills may be beneficial, this role is conducted primarily in English, and exceptional English fluency is required.

What We Offer

• Remote-first, collaborative work environment
• Supportive and structured onboarding and training
• Growth opportunities into Tier 2 Support, QA, or Client Success roles