Remote Customer Support Specialist (HealthTech SaaS) – Tier 1 Support Role

Pearl Talent is seeking a Customer Support Specialist to join a fast-growing healthcare technology (HealthTech SaaS) company. This is a full-time remote position open to professionals with strong English communication skills. The role involves supporting healthcare providers and clinics that rely on a digital platform to manage operations and deliver high-quality patient services. 

About Pearl Talent
Pearl Talent connects the top 1% of global professionals with leading startups in the United States and Europe. The startups Pearl partners with have collectively raised over $5 billion in funding and are backed by prominent investors such as OpenAI, Andreessen Horowitz (a16z), and Founders Fund. Pearl focuses on building long-term partnerships by placing talented individuals in roles where they can grow, develop their careers, and make a meaningful impact. 

About the Company
The client is an innovative healthcare technology company that provides digital solutions designed to help clinics and healthcare providers streamline workflows, manage operational challenges, and deliver reliable patient support. Operating in a highly regulated environment, the company emphasizes accuracy, responsiveness, and customer trust in every aspect of its services. 

Role Overview
The Customer Support Specialist acts as the first point of contact for customers using the healthcare platform. The role focuses on handling Tier 1 support requests, identifying the root causes of issues, and providing timely and effective solutions. This position requires strong problem-solving skills, attention to detail, and the ability to manage customer inquiries from the initial request through resolution. The role is customer-facing, execution-focused, and involves close collaboration with internal teams to ensure high-quality support. 

Key Responsibilities
The role includes responding to customer inquiries through phone, email, and ticketing systems, troubleshooting issues, and resolving support requests whenever possible. Specialists must determine whether issues are technical, procedural, or user-related and escalate cases appropriately when necessary. The role also involves documenting customer interactions in CRM systems, maintaining accurate records, identifying recurring issues, and contributing to improvements in support processes, help center documentation, and internal knowledge bases. Collaboration with internal teams is also essential to ensure efficient problem resolution and consistent service delivery. 

Required Skills and Tools
Candidates should have experience with Zendesk, Salesforce, and ticketing systems, along with strong familiarity with Google Workspace tools such as Google Docs, Sheets, and Gmail, as well as communication tools like Slack. 

Preferred Experience
Experience with knowledge base systems, help center platforms, internal documentation tools, order management platforms, fulfillment systems, or creative tools like Adobe Photoshop and Illustrator will be considered an advantage. 

Benefits and Work Environment
This role offers a competitive salary based on experience, fully remote work from anywhere, performance-based bonuses, team incentives, generous paid time off, and ongoing learning and development opportunities. Employees also benefit from mentorship from international experts and the opportunity to collaborate with professionals from around the world. 

Hiring Process
The recruitment process includes application screening, a skills assessment, a structured interview process, a client interview, and final onboarding with the client. 

Candidates who are proactive, detail-oriented, and passionate about delivering excellent customer support in a fast-paced technology environment are encouraged to apply.