Call Support Analyst – Healthcare Technical Support

About the role

We are looking for a diligent Call Support Analyst to provide exceptional technical assistance to healthcare professionals in the US. You will handle phone and email inquiries, ensuring timely resolution of issues and a seamless client experience.

Key responsibilities

• Communicate clearly and empathetically with doctors, nurses, and other healthcare staff via phone and email.
• Troubleshoot and resolve technical problems on Windows operating systems, often using remote tools.
• Apply tier‑based escalation procedures, identifying critical issues and routing them to higher‑level support when needed.
• Maintain accurate case logs and support databases, documenting all interactions.
• Conduct follow‑ups to confirm issue resolution and client satisfaction.
• Develop post‑campaign case studies to highlight successes and areas for improvement.
• Travel to client meetings when required.

Required profile

• Proven experience in a customer support role, preferably within healthcare or technical support.
• Experience handling support calls with healthcare professionals, combining technical expertise with empathy.
• Strong understanding of tier‑based escalation processes.
• Familiarity with US healthcare systems and workflows is a plus.
• Excellent verbal and written communication skills in English.
• Highly organized with strong attention to detail.
• Ability to work independently and adapt to dynamic client needs.

Required skills

• Windows operating system troubleshooting.