Tier 1 Customer Support Agent (International)

The International Customer Support Agent will:

• Provide professional customer support through telephone, live chat, email, ticketing systems, and other approved communication channels.
• Assist customers with technical, application, configuration, and workflow-related questions involving ICANotes products and services.
• Provide basic product education and guidance when customer inquiries involve training or appropriate system workflows.
• Troubleshoot customer-reported issues by gathering relevant information, identifying potential causes, testing solutions when appropriate, and escalating issues that require additional technical or departmental review.
• Develop and maintain a comprehensive functional and technical understanding of ICANotes products to provide accurate customer guidance.
• Follow assigned weekly support schedules, including designated telephone, chat, email, and ticket responsibilities based on departmental needs.
• Accurately document customer communications, troubleshooting steps, resolutions, and follow-up activities within the designated ticketing or customer support system.
• Maintain appropriate ownership of assigned customer issues through resolution or appropriate escalation.
• Meet or exceed established service-level agreements, response-time expectations, customer satisfaction standards, quality metrics, ticket resolution goals, and other departmental performance measures.
• Follow established standard operating procedures, escalation protocols, security requirements, and departmental policies.
• Recognize situations that require escalation to management, Product, Engineering, Billing, Training, Compliance, or other appropriate departments.
• Maintain professionalism and composure when assisting customers experiencing technical difficulties, workflow disruptions, or other concerns.
• Remain current on product releases, system enhancements, known issues, internal documentation, technical articles, and procedural changes.
• Identify recurring customer concerns and communicate trends or potential systemic issues to the Support Manager.
• Review and recommend improvements to knowledge base articles, troubleshooting resources, customer education materials, and internal support documentation.
• Participate in quality improvement initiatives designed to improve response times, first-contact resolution, customer satisfaction, and overall departmental performance.
• Collaborate effectively with other Support team members and cross-functional departments to resolve customer concerns.
• Protect confidential company and customer information and comply with all applicable privacy, security, and data-handling requirements.
• Participate in required meetings, training sessions, coaching, performance reviews, and professional development activities.
• Assist with special assignments, departmental initiatives, and additional projects or responsibilities as deemed appropriate by the Support Manager or other members of the management team.

Qualifications

• Previous experience in customer service, technical support, help desk support, SaaS support, or a comparable customer-facing role.
• A minimum of two years of customer support experience with a U.S.-based company is strongly preferred.
• Experience supporting U.S.-based customers in a professional business environment is strongly preferred.
• Experience with healthcare technology, electronic health records, electronic medical records, SaaS platforms, or other technical software products is preferred.
• Excellent spoken and written English communication skills, including the ability to communicate clearly and professionally with U.S.-based customers.
• Strong customer service and interpersonal skills with a demonstrated commitment to customer satisfaction.
• Strong technical aptitude and computer literacy.
• The ability to learn complex software applications and develop both functional and technical product knowledge.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Excellent attention to detail and documentation skills.
• Strong organizational, prioritization, and time-management abilities.
• The ability to manage multiple customer interactions and responsibilities in a fast-paced environment.
• The ability to follow established procedures while using appropriate judgment when circumstances require escalation.
• Dependability, punctuality, accountability, and consistent attendance.
• The ability to work independently with limited supervision while also functioning effectively as part of a remote team.
• A self-motivated approach to work with the ability to accept direction, initiate appropriate tasks, and follow responsibilities through completion.

Remote Work and Technology Requirements

Because this is a fully remote customer-facing position, maintaining a professional and reliable remote working environment is an essential requirement of the role.

The contractor must:

• Maintain a private, quiet, professional, and distraction-free workspace appropriate for telephone and video communication with customers.
• Provide and maintain their own reliable computer capable of operating all ICANotes-required applications, communication platforms, security tools, and browser-based systems.
• Maintain reliable high-speed internet service with a minimum sustained connection speed exceeding 20 Mbps during all scheduled working hours.
• Maintain a secondary or backup internet solution, such as a mobile hotspot or alternate internet connection, that can be used promptly if the primary internet service becomes unavailable.
• Maintain a reasonable backup solution for power interruptions, sufficient to preserve connectivity or transition safely to an alternate working arrangement when outages occur.
• Maintain reliable telephone and audio capabilities, including an appropriate professional-quality headset when required.
• Ensure all equipment used for ICANotes business is properly maintained, secured, updated, and capable of supporting required security controls.
• Immediately report technical, connectivity, or equipment issues that may interfere with the ability to perform assigned responsibilities.
• Maintain reliable connectivity and operational readiness throughout scheduled working hours. Repeated inability to work because of preventable equipment, connectivity, or power-related issues may affect continued eligibility for the assignment.