Communication Specialist

Packapill Technologies; United States; Remote; USD 42,000 - 65,000; Full time

Job summary

Packapill Technologies is seeking a proactive customer support-oriented specialist in the United States. You will manage prioritized tickets, respond using templates or manager-approved messaging, and coordinate with teammates to resolve patient issues across phone, email, or SMS.

You will monitor all support channels to ensure SLA-aligned response times, update patient records, and help schedule appointments. A startup mindset—curiosity, initiative, and data-driven decision making—is essential.

Qualifications

• Strong analytical thinking and data-driven decision making.
• Ability to learn quickly, adapt to a startup environment, and take initiative.
• Willingness to challenge status quo and continuously improve processes.

Responsibilities

• Handle tickets with priority labels and respond within target times using templates or manager-reviewed responses.
• Process action requests from other team members in the channel per established processes.
• Resolve patient issues, concerns and enquiries via phone, email or SMS.
• Update and validate patient details per established processes.
• Assist patients in getting appointments on time and act as single point of contact.
• Monitor all support channels and ensure response times meet SLAs.

Skills

Analytical skills

Data-driven decision making

Self-motivated

Curious mindset

Job description

Role & responsibilities

Handling tickets with priority labels and responding within our target times as per the established processes, using the appropriate saved templates or drafting a response to be reviewed and approved by your manager.

Action requests from other team members in the channel as per established processes.

Resolve patient issues, concerns and enquiries through the appropriate channels (phone calls, email or SMS).

Update and validate patient details as necessary as per established processes.

Getting patients to their appointment on time and handling emails and single point of contact for the patient.

Monitoring all our support communication channels & ensure response times meet our SLAs

About you

Working in a startup is different. You need to be smart, resilient & self-motivated. You like (calculating) risk taking, grabbing the initiative, and tackling a big challenge. You must be a constant learner, be curious & willing to challenge the status quo. You have strong analytical skills and enjoy using data for better decision making. You are motivated by finding better ways of doing things.