Pearl Talent is hiring a Customer Support Specialist to serve as the first point of contact for customers using a healthcare technology platform. This role focuses on resolving Tier 1 support inquiries while applying critical thinking and investigative skills to identify root causes and deliver timely solutions. You'll operate in a fast-paced, evolving environment with strong ownership from initial inquiry through resolution.
What You'll Do
- Serve as the first point of contact for Tier 1 customer inquiries via phone, email, and ticketing systems.
- Investigate, troubleshoot, and resolve issues independently when possible.
- Apply critical thinking to determine whether issues are technical, procedural, or user-driven.
- Escalate cases to Technical Support or management only when appropriate and with complete context.
- Accurately document customer interactions, cases, and resolutions in CRM and internal systems.
- Maintain clear and complete records to ensure operational visibility and continuity.
- Ensure all cases meet quality and compliance standards.
- Identify recurring issues, workflow inefficiencies, and knowledge gaps.
- Provide actionable feedback to improve support processes.
- Contribute to the creation and maintenance of Help Center articles, internal documentation, and SOPs.
- Collaborate with internal teams to resolve customer issues effectively.
- Support consistent service delivery across departments.
- Communicate trends or systemic issues to relevant stakeholders.
What We're Looking For
- Experience with Zendesk
- Experience with Salesforce
- Experience with ticketing systems
- Experience with Google Workspace
- Experience with Google Docs
- Experience with Google Sheets
- Experience with Gmail
- Experience with Slack
Nice to Have
- Experience with Help Center or knowledge base tools
- Experience with internal documentation platforms
- Experience with order management platforms
- Experience with fulfillment platforms
- Experience with Adobe Photoshop
- Experience with Adobe Illustrator
Technical Stack
- Zendesk
- Salesforce
- Google Workspace
- Google Docs
- Google Sheets
- Gmail
- Slack
Benefits & Compensation
- Competitive Salary based on experience and skills
- Fully remote work from anywhere
- Performance Bonus based on data accuracy, reporting timeliness, and overall sales efficiency
- Team Incentives for maintaining 100% CRM hygiene and on-time reporting
- Generous PTO in accordance with company policy
- Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
- Direct Mentorship from international industry experts
- Learning & Development: Ongoing access to resources for professional growth
- Global Networking: Connect with professionals worldwide
Work Mode
This is a global, fully remote position. We are open to candidates located in the Philippines, LATAM, or anywhere remote, provided they have strong English communication skills.
Pearl Talent is an equal opportunity employer.
