Customer Experience Level 1

As a Level 1 CE Agent, you will be the frontline voice of the company's support. In this role, you will handle inbound phone calls and email tickets from clinic receptionists, ITs, administrators, audiologists, and practice owners. Your goal is to provide fast, accurate, and empathetic technical support, guiding users through platform navigation, technical hurdles, and practice management workflows.

Responsibilities

Frontline Technical Support: Answer a high volume of inbound inquiries via phone and email while maintaining an empathetic, professional demeanor under pressure.

Core Software Guidance: Assist users with standard and advanced practice management tasks, including platform navigation, feature utilization, financial/operational reporting, and supported workflows.

Technical Troubleshooting: Diagnose/resolve software errors, investigate browser management and configuration issues, install/uninstall company software, and research/document abnormal technical behaviors.

Data Integrity Enforcement: Guide clinics on proper data entry standards required for system-wide performance reporting.

Ticket Management & Documentation: Accurately document every customer interaction within Hubspot, detailing the customer’s problem, research, testing conducted, and the final resolution.

Seamless Escalation Pathway: Efficiently identify when an issue falls outside the scope of Level 1 support and escalate it seamlessly to Level 2 Support

Qualifications

High school diploma or equivalent required

4+ years of experience in a customer-facing role

3+ years of experience in a technical support capacity

Prior experience working in a Software as a Service (SaaS) environment preferred

Technical Skills & Qualifications

Software Proficiency: Experience using modern ticketing, documentation, and communication tools such as HubSpot, Jira, Confluence, Slack, and Google Workspace

Operating Systems & Browsers: Strong foundational knowledge of web browsers (Chrome, Edge, Safari), browser troubleshooting, and both Windows and macOS environments

Data Security Awareness: Basic understanding of HIPAA compliance, data privacy regulations, and the importance of protecting Protected Health Information (PHI)

Hardware Troubleshooting: Ability to diagnose and resolve basic hardware issues, including TWAIN printers and document scanners

Teamwork & Core Values

Proactive Collaboration: Strong team-first mindset, willing to support peers, monitor shared queues, and assist during high-volume periods or team absences

Knowledge Sharing: Commitment to a collaborative, silo-free environment by sharing insights and contributing to internal knowledge bases

Constructive Alignment: Openness to coaching and direction, with a willingness to follow standardized workflows and adapt to process improvements

Professional Integrity: Demonstrates accountability, supports team morale, and upholds respect across all departments while maintaining focus on individual and team success

Soft Skills & Behavioral Competencies

Empathetic Communication: Strong active listening and communication skills, with the ability to explain technical steps in simple terms for non-technical users; excellent English communication (written and verbal) is required due to US and Canada client base

Resilience Under Pressure: Ability to remain calm, patient, and professional when handling frustrated or stressed medical professionals

Problem-Solving Mindset: Strong analytical skills with the ability to investigate issues independently using available resources before escalating

Attention to Detail: Ability to accurately document complex issues, including research and troubleshooting steps, in a clear and organized manner

Self-Accountability: High level of ownership and accuracy, minimizing the need for supervisor re-checks

Fast Learning Ability: Ability to quickly absorb and adapt to a complex product and workflow environment

Why RecruitGo?

RecruitGo seamlessly links world-class business partners with top-tier global talent in emerging markets. Secure legal employment through our Employer of Record services and embark on a journey to unparalleled professional opportunities.

Salary: 85,000 to 96,000 PHP

Work Setup: Fully Remote

Equipment: Provided

Work Schedule: Full-time: 40 hours per week, with shifts scheduled between 8:00 AM and 6:00 PM Central Time, Monday to Friday.