Customer Support Analyst: Tech Troubleshooter & HIPAA Aware

Med-Metrix; Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

Med-Metrix Customer Support Analyst role in Manila, Philippines, focuses on consultative responses to technical and non-technical questions while maintaining high customer satisfaction. You will engage via calls and tickets, troubleshoot issues, and coordinate with cross-functional teams to ensure timely resolutions.

The role requires quick learning, strong communication, and the ability to operate under HIPAA and information security guidelines in a dynamic environment.

Qualifications

• Bachelor’s Degree or 1+ years PM experience.
• Proficient in Outlook, Word, Excel.
• Prior help desk experience providing software support to external customers.
• Technical aptitude and troubleshooting abilities.
• Strong communication to route requests based on client context and software functionality.

Responsibilities

• Provide courteous, helpful service to end-users via inbound calls and tickets.
• Troubleshoot and resolve issues, escalating to cross-functional teams when needed.
• Identify critical issues and communicate proactively when necessary.
• Document inbound support requests and coordinate with SMEs for resolution.
• Provision end user access to Med-Metrix technologies.
• Handle requests promptly and thoroughly; other duties as assigned.

Skills

Communication skills

Troubleshooting

Problem solving

Adaptability

Fast learner

Self-directed

Interpersonal skills

Meeting facilitation

Written communication

Verbal communication

Education

Bachelor's Degree or 1+ Years’ Experience in Project Management

Tools

Microsoft Office

Job description

Med-Metrix Customer Support Analyst role in Manila, Philippines, focuses on consultative responses to technical and non-technical questions while maintaining high customer satisfaction. You will engage via calls and tickets, troubleshoot issues, and coordinate with cross-functional teams to ensure timely resolutions.

The role requires quick learning, strong communication, and the ability to operate under HIPAA and information security guidelines in a dynamic environment.