About the Role
As a Live Chat Support Specialist, you’ll be the first point of contact for customers and team members who need help. You’ll respond to chat messages, emails, and support tickets in a professional and timely manner, provide technical assistance to users, and help resolve issues both independently and by escalating to the right team when needed.
What You’ll Do
Customer Support (Primary Responsibilities)
Answer support messages and emails from customers and internal team members through multiple channels, handling all communication professionally and courteously
Diagnose and troubleshoot both hardware and software issues, helping customers resolve problems through chat, messaging, or phone calls
Manage support requests using a ticketing system, ensuring timely resolution and completion of documentation
Monitor and review alerts, assess data quality concerns, and take appropriate action to maintain service standards
Process customer requests and communicate regularly with relevant teams to fulfill orders and resolve issues
Contribute to other business activities as assigned by management
Support & Coordination (Secondary Responsibilities)
Complete all required training on schedule, including compliance certifications and system-specific training
Conduct virtual support sessions and protocol-required procedures, documenting promptly and answering customer questions
Complete data entry and resolve queries promptly per guidelines and expectations
Communicate with data, administrative, clinical staff, and external representatives as needed
Participate in customer retention efforts by engaging with users to understand and address their concerns
Skills/background needed:
1–2 years of experience in customer service, technical support, or a helpdesk role (ideally in a healthcare or clinical environment, but not required)
Experience with helpdesk ticketing systems and support platforms
Strong problem-solving skills and ability to troubleshoot issues both independently and as part of a team
Excellent verbal and written communication skills
Detail-oriented, organised, and able to multitask while maintaining quality
Proficiency with Google Docs, Google Sheets, and similar productivity tools
Familiarity with CRM systems and project management tools
Willingness to learn new systems and embrace new processes
Bachelor’s degree preferred but not required
Why You’ll Love This Role
Work flexible hours from home with full remote setup
Full training provided – no prior experience in this specific field required
Opportunities for professional growth and learning in a supportive team environment
Competitive benefits including health coverage, paid time off, and wellness support
Potential to develop new skills and advance into different roles within the organisation
Contract length: Full Time, Permanent
Rate: Competitive entry-level pay, details shared upon application
Location: Work from home – fully remote, open to applicants worldwide
Ready to get started? Submit your application below.