Customer Support Specialist (US Healthcare) - EST Hours | Remote

ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. We partner with international US clients and integrate our staff members directly within our clients' operations. We focus on long-term placements where you contribute directly to the client's success.About the RoleWe are seeking a motivated and tech-savvy Customer Support Specialist to serve as the primary point of contact for our US-based client. This role is embedded within a small, fast-paced SaaS company that provides a digital visitor management and reputation platform to skilled nursing and senior care facilities across the United States.You will be responsible for diagnosing and resolving platform and kiosk-related issues, managing user accounts, and ensuring that every facility you support has a smooth and positive experience with the platform.This is not a passive support role. You will take full ownership of the customer support function — handling inbound queries, troubleshooting technical issues, and ensuring that facility staff can use the platform effectively every day.PLEASE NOTE:Working Hours: Monday – Friday | 8:00 AM – 5:00 PM EST (14:00 PM – 23:00 PM South African time – subject to daylight savings). Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA). Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.Work Environment: Fully remote.Job Responsibilities (not limited to):Technical Support & TroubleshootingRespond to inbound customer emails reporting issues with the kiosk hardware or software platform.Diagnose and resolve issues through structured, step-by-step troubleshooting — checking device connectivity, Wi-Fi, network settings, power, and configuration.Communicate clear, professional resolutions to facility staff in a patient and helpful manner.Recognise patterns in recurring issues and escalate where necessary.Platform & User AdministrationAdd new users to the web portal upon customer request, capturing accurate name and contact details.Configure feedback and alert email settings per facility requirements.Update facility branding and logos displayed on the kiosk.Manage and maintain COVID-19 health screening questions for facilities that require them.Onboarding & Client SupportAssist with the onboarding of new facility clients onto the platform.Guide facility staff through platform features to ensure successful adoption and usage.Maintain accurate records of client interactions, issues logged, and resolutionsRequirementsWorking Experience:1–2+ years of experience in a customer support, technical support, or client-facing role.Experience working with SaaS platforms or software portals is strongly preferred.Exposure to healthcare, aged care, or senior living environments is advantageous but not required.Demonstrated ability to manage a high volume of customer queries efficiently and professionally.Key Skills:Customer service and query resolution.Basic IT troubleshooting and technical problem-solving.Clear and professional written and verbal communication.Accurate data entry and digital record keeping.Time management and task prioritisation.Soft Skills:Excellent verbal and written English communication skills.Professional, patient, and confident phone and email manner.Strong problem-solving ability with a calm, solutions-focused approach.Highly organised and detail-oriented.Proactive with strong follow-up skills and the ability to work independently.Technical Skills:Comfortable navigating web-based software portals and SaaS platforms.Proficiency in MS Office and Outlook.Comfortable performing accurate data entry and maintaining digital records.Success Metrics:Customer satisfaction and query resolution rates.Response and resolution times for inbound support queries.Accuracy and completeness of user and platform administration tasks.Successful onboarding and platform adoption rates for new facility clients.If you are not contacted within 14 working days, please consider your application unsuccessful. Originally posted on Himalayas

ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. We partner with international US clients and integrate our staff members directly within our clients' operations. We focus on long-term placements where you contribute directly to the client's success.About the RoleWe are seeking a motivated and tech-savvy Customer Support Specialist to serve as the primary point of contact for our US-based client. This role is embedded within a small, fast-paced SaaS company that provides a digital visitor management and reputation platform to skilled nursing and senior care facilities across the United States.You will be responsible for diagnosing and resolving platform and kiosk-related issues, managing user accounts, and ensuring that every facility you support has a smooth and positive experience with the platform.This is not a passive support role. You will take full ownership of the customer support function — handling inbound queries, troubleshooting technical issues, and ensuring that facility staff can use the platform effectively every day.PLEASE NOTE:Working Hours: Monday – Friday | 8:00 AM – 5:00 PM EST (14:00 PM – 23:00 PM South African time – subject to daylight savings). Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA). Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.Work Environment: Fully remote.Job Responsibilities (not limited to):Technical Support & TroubleshootingRespond to inbound customer emails reporting issues with the kiosk hardware or software platform.Diagnose and resolve issues through structured, step-by-step troubleshooting — checking device connectivity, Wi-Fi, network settings, power, and configuration.Communicate clear, professional resolutions to facility staff in a patient and helpful manner.Recognise patterns in recurring issues and escalate where necessary.Platform & User AdministrationAdd new users to the web portal upon customer request, capturing accurate name and contact details.Configure feedback and alert email settings per facility requirements.Update facility branding and logos displayed on the kiosk.Manage and maintain COVID-19 health screening questions for facilities that require them.Onboarding & Client SupportAssist with the onboarding of new facility clients onto the platform.Guide facility staff through platform features to ensure successful adoption and usage.Maintain accurate records of client interactions, issues logged, and resolutionsRequirementsWorking Experience:1–2+ years of experience in a customer support, technical support, or client-facing role.Experience working with SaaS platforms or software portals is strongly preferred.Exposure to healthcare, aged care, or senior living environments is advantageous but not required.Demonstrated ability to manage a high volume of customer queries efficiently and professionally.Key Skills:Customer service and query resolution.Basic IT troubleshooting and technical problem-solving.Clear and professional written and verbal communication.Accurate data entry and digital record keeping.Time management and task prioritisation.Soft Skills:Excellent verbal and written English communication skills.Professional, patient, and confident phone and email manner.Strong problem-solving ability with a calm, solutions-focused approach.Highly organised and detail-oriented.Proactive with strong follow-up skills and the ability to work independently.Technical Skills:Comfortable navigating web-based software portals and SaaS platforms.Proficiency in MS Office and Outlook.Comfortable performing accurate data entry and maintaining digital records.Success Metrics:Customer satisfaction and query resolution rates.Response and resolution times for inbound support queries.Accuracy and completeness of user and platform administration tasks.Successful onboarding and platform adoption rates for new facility clients.If you are not contacted within 14 working days, please consider your application unsuccessful. Originally posted on Himalayas