Technical support specialist

Global Healthcare Services Inc; El Paso (TX); Vor Ort; USD 42.000 - 58.000; Vollzeit

Zusammenfassung

Global Healthcare Services Inc is seeking a dedicated technical support specialist to be the first responder for customer issues, handling 25–40 tickets a day across chat, email and phone.

You will resolve tickets quickly and clearly, document escalations when needed, and contribute to knowledge base and help center articles to improve self-service.

This role focuses on SaaS/health-tech product support with SLA-driven resolutions and ongoing product improvement through ticket trend reporting.

Qualifikationen

• 1+ years in technical or helpdesk support.
• Ability to learn products quickly.
• Experience with ticketing systems.

Aufgaben

• Troubleshoot and resolve tickets within SLA.
• Escalate complex issues with documentation.
• Maintain help-center articles and macros.
• Track recurring issues and report trends.
• Reproduce bugs and attach logs or screenshots to escalations.
• Suggest product improvements based on ticket patterns.
• Contribute to the internal knowledge base.

Kenntnisse

Technical support

Customer service

Fast learner

Ticketing systems

Tools

Ticketing systems

Jobbeschreibung

Global Healthcare Services Inc | Full time

You will be the first technical responder for customers who hit problems, handling 25–40 tickets a day across chat, email and phone. Fast, accurate, friendly resolution is the goal, with clean escalations when you cannot solve it yourself.

Summary: Resolve customer technical issues quickly and clearly across chat, email and phone.

Responsibilities

• Troubleshoot and resolve tickets within SLA
  
• Escalate complex issues with clear documentation
  
• Maintain help-center articles and macros
  
• Track recurring issues and report trends
  

Requirements

Requirements:

• 1+ years in technical or helpdesk support
  
• Ability to learn products fast
  
• Experience with ticketing systems
  

Additional responsibilities

• Reproduce bugs and attach logs or screenshots to escalations
  
• Suggest product improvements based on ticket patterns
  
• Contribute to the internal knowledge base
  

Nice to have

• Basic scripting or API familiarity
  
• Prior experience in a SaaS or health-tech product