Customer Support Representative – Technical & Customer Support

Job Description:

Customer Support Representative – Technical & Customer Support

Position Summary:

We are looking for a proactive and customer-focused Customer Support Representative who can manage both customer service and basic technical support responsibilities. The ideal candidate should be able to communicate professionally with customers, understand their concerns, troubleshoot basic technical issues, guide users through platforms or systems, and coordinate with internal teams when advanced support is required.

This role requires strong communication skills, patience, problem-solving ability, and a basic understanding of software platforms, CRM systems, web applications, and customer support processes.

Key Responsibilities:

Customer Support Responsibilities:

Respond to customer inquiries through phone, email, chat, tickets, or CRM platforms.

Understand customer concerns and provide clear, professional, and timely responses.

Guide customers through product features, account setup, login issues, service usage, and basic troubleshooting.

Maintain a positive customer experience by showing empathy, patience, and ownership.

Document customer interactions, issues, and resolutions accurately in the CRM or support system.

Follow up with customers to ensure their issue has been resolved.

Escalate complex issues to the relevant technical, operations, or product teams.

Support onboarding of new customers and help them understand how to use the platform effectively.

Technical Support Responsibilities:

Troubleshoot basic technical issues related to web portals, mobile apps, dashboards, forms, logins, user access, and system functionality.

Identify whether an issue is user-related, process-related, or system-related.

Collect screenshots, error messages, user details, and steps to reproduce the issue before escalation.

Coordinate with the development or technical team for bug reporting and resolution tracking.

Test basic platform features after fixes or updates when required.

Help create support articles, FAQs, user guides, and troubleshooting documentation.

Monitor recurring issues and report patterns to improve system performance and customer experience.

Required Skills & Qualifications:

Bachelor’s degree preferred, ideally in Business, IT, Computer Science, Communications, or a related field.

1–3 years of experience in customer support, technical support, help desk, SaaS support, or a similar role.

Strong verbal and written communication skills.

Basic understanding of software platforms, web applications, mobile apps, CRMs, and support ticketing systems.

Ability to explain technical information in a simple and customer-friendly way.

Strong problem-solving and troubleshooting skills.

Ability to manage multiple customer issues while maintaining professionalism.

Good documentation and follow-up skills.

Comfortable working with internal teams such as operations, product, QA, and development.

Experience with CRM or support tools such as Zoho, HubSpot, GoHighLevel, Zendesk, Freshdesk, Intercom, or similar platforms is a plus.

Preferred Skills:

Experience in healthcare technology, telehealth, SaaS, CRM, or digital platforms.

Basic knowledge of user access management, login issues, browser troubleshooting, and mobile app support.

Ability to test issues and provide clear reproduction steps to technical teams.

Familiarity with workflows, forms, dashboards, and customer onboarding processes.

Strong attention to detail and ability to work independently.

Key Competencies:

Customer-first mindset

Technical understanding

Clear communication

Problem-solving

Patience and empathy

Ownership and accountability

Team coordination

Documentation discipline

Ability to work under pressure

Performance Expectations

The Customer Support Representative will be expected to:

Respond to customer queries within defined timelines.

Resolve basic customer and technical issues independently.

Escalate technical problems with complete details.

Maintain accurate records of all customer interactions.

Improve customer satisfaction through professional and timely support.

Help reduce repeated issues by identifying patterns and supporting process improvement.

Job Type:

Full-time

Experience Required:

Minimum 1–3 years of relevant customer support or technical support experience.

Department

Customer Support / Operations / Technical Support

Reporting To:

Customer Support Manager / Operations Manager / Technical Support Lead

Work Location: In person