Customer Service Representative

About the Role

We’re seeking a Customer Service Agent to join our support team, assisting users of our

U.S.-based healthcare technology platform. This role is ideal for individuals who are

empathetic, tech-savvy, and passionate about delivering exceptional service in a mission-

critical industry. You will be the first point of contact helping clients navigate our digital tools.

Key Responsibilities

• Respond to customer inquiries via phone, chat, and email in a timely and compassionate manner
• Assist with issues related to user access, scheduling, reporting, data visibility, and workflow navigation on the platform
• Troubleshoot product or system issues and escalate complex cases to technical teams as necessary
• Maintain accurate records of interactions using tools like Zendesk, Salesforce Health Cloud, or similar CRM platforms
• Handle sensitive healthcare data with discretion, ensuring HIPAA-compliant practices are followed
• Collaborate with cross-functional teams (Tech, QA, Product) to relay recurring issues or feedback
• Proactively follow up on open cases to ensure resolutions are met within SLA timelines
• Educate users about platform updates, features, or changes through proactive outreach or FAQs

Requirements

• Bachelor's degree (preferred: English, Healthcare, Computer Science, or Business Administration)
• 1–3 years of experience in customer support; experience in healthcare, EMR/EHR, or healthtech is a plus
• Exceptional English communication skills (verbal and written)
• Comfortable working U.S. time zone shifts and commuting to the office (EST/PST)
• Ability to work calmly and professionally in high-pressure situations (e.g., time-sensitive medical requests)

Preferred Qualifications

• Experience supporting U.S. healthcare clients (pharmaceuticals, insurance providers)
• Exposure to APIs, data integrations, or medical workflow tools
• Familiarity with claims processing, medical terminology, or healthcare compliance
• Knowledge of ITSM frameworks or tools like ServiceNow or similar tools

What We Offer

• Competitive salary (PKR)
• Health insurance
• Continuous training on healthcare technology, customer service, and compliance
• The opportunity to be part of a purpose-driven tech company making a real impact in U.S. healthcare