Tier 1 Customer Support Agent – International

ICANotes LLC

. Provide customer support through telephone, live chat, email, ticketing systems, and other approved channels .

Posted 11/9/2026contractRemote • Argentina, Mexico, Philippines, Brazil, ColombiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer support capabilities through effective communication, troubleshooting, and problem-solving skills while maintaining a high level of professionalism and adherence to service-level agreements. Proficient in managing multiple customer interactions and developing technical knowledge of healthcare technology and SaaS products.

Highest-signal resume keywords

Customer Support ExperienceTechnical AptitudeTroubleshooting SkillsDocumentation SkillsHealthcare Technology Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportSaaS SupportTroubleshootingAnalytical SkillsProblem-SolvingDocumentationWorkflow GuidanceProduct KnowledgeAttention to DetailTime Management

Soft Skills

Interpersonal SkillsCommunication SkillsOrganizational SkillsDependabilitySelf-Motivation

Tools & Technologies

Ticketing SystemsLive ChatEmail SupportTelephone SupportRemote Work Tools

Industry Keywords

Healthcare TechnologyElectronic Health RecordsElectronic Medical RecordsCustomer Satisfaction StandardsService-Level Agreements

About the role

Key responsibilities & impact

Provide customer support through telephone, live chat, email, ticketing systems, and other approved channels
Assist with technical, application, configuration, and workflow-related questions about ICANotes products and services
Provide basic product education and workflow guidance
Troubleshoot customer-reported issues, test solutions, document findings, and escalate when needed
Develop and maintain functional and technical knowledge of ICANotes products
Follow assigned weekly support schedules across telephone, chat, email, and ticket responsibilities
Document customer communications, troubleshooting steps, resolutions, and follow-up activities
Own assigned customer issues through resolution or appropriate escalation
Meet service-level agreements, response-time expectations, customer satisfaction standards, quality metrics, and ticket-resolution goals
Follow standard operating procedures, escalation protocols, security requirements, and departmental policies
Escalate issues to management, Product, Engineering, Billing, Training, Compliance, or other appropriate departments
Maintain professionalism when assisting customers with technical difficulties or workflow disruptions
Remain current on product releases, enhancements, known issues, documentation, and procedural changes
Identify recurring customer concerns and report trends or systemic issues to the Support Manager
Recommend improvements to knowledge base articles, troubleshooting resources, customer education materials, and internal documentation
Participate in quality improvement initiatives
Collaborate with Support team members and cross-functional departments
Protect confidential company and customer information and comply with privacy, security, and data-handling requirements
Participate in meetings, training, coaching, performance reviews, and professional development activities
Assist with special assignments and departmental initiatives as directed by management

Requirements

What you’ll need

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
Strong customer service and interpersonal skills
Strong technical aptitude and computer literacy
Ability to learn complex software applications and develop 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
Ability to manage multiple customer interactions and responsibilities in a fast-paced environment
Ability to follow established procedures and use appropriate judgment when escalation is required
Dependability, punctuality, accountability, and consistent attendance
Ability to work independently with limited supervision and as part of a remote team
Self-motivated approach with ability to accept direction, initiate tasks, and complete responsibilities
Maintain a private, quiet, professional, distraction-free workspace
Provide and maintain a reliable computer capable of running required applications and security tools
Maintain high-speed internet exceeding 20 Mbps during scheduled working hours
Maintain a backup internet solution
Maintain a backup power solution
Maintain reliable telephone and audio capabilities, including a professional-quality headset when required
Ensure business equipment is maintained, secured, updated, and supports required security controls

Benefits

Comp & perks

Fully remote work arrangement
Professional development activities
Required training sessions, coaching, and performance reviews