Synthesis Health
Who We Are
We’re a mission and values driven company with tremendous dedication to our customers. Our 100% remote team, spread across the US and Canada, is dedicated to a common goal – to revolutionize healthcare through innovation, collaboration and commitment to our core values and behaviors. The Synthesis team is seeking a highly motivated and detail-oriented Customer Support Specialist Level 1 to join our growing company.
About the Opportunity
As a Customer Support Specialist L1, you will be the first point of contact for customers seeking assistance with our Synthesis technology solutions and services. You will play a key role in ensuring that our customers (Internal and external) receive timely support, addressing technical inquiries, troubleshooting issues and providing exceptional service while resolving within our SLA.
Key Responsibilities:
- Provide first-level support for customer inquiries related to Synthesis technology solutions products services via phone, email and other omni-channel options.
- Diagnose and resolve basic technical issues related to product functionality, installation and usage.
- Escalate unresolved or complex issues to higher-level technical support or internal teams.
- Log all customer interactions and troubleshooting steps into the customer support system, ensuring accurate and detailed records.
- Assist customers in setting up and configuring Synthesis systems, providing step-by-step guidance when necessary.
- Educate customers on the use of software and hardware features, ensuring they understand key functionalities and best practices.
- Collaborate with the product and engineering teams to stay up to date on new product features, updates and enhancements.
- Follow up with customers to ensure their issues are fully resolved and they are satisfied with the service provided.
- Maintain and contribute to a knowledge base, updating solutions and FAQs for internal use and customer reference.
- Assist in managing customer expectations and delivering solutions within agreed timelines.
- Adhere to company policies, processes and service level agreements (SLAs) to ensure consistent and high-quality customer service.
About the Right Candidate
Qualifications
- Education: Associate degree in a related field (e.g., healthcare technology, IT, or radiology) or equivalent work experience.
- Minimum 1-2 years of experience in a customer support, technical support, or helpdesk role, preferably in the healthcare or technology sector.
- Experience with radiology systems or medical technology products is a plus.
- Strong technical troubleshooting skills, with the ability to understand and resolve basic software and hardware issues.
- Excellent communication skills, with the ability to explain complex technical concepts clearly and understandably.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Proficient in using customer support tools, ticketing systems, and Microsoft Office Suite (or equivalent).
- Empathy and patience when dealing with customers, with a focus on delivering outstanding service.
- Strong attention to detail and commitment to accurate documentation.
Preferred Qualifications
- Knowledge of radiology imaging systems or software (PACS, DICOM, etc.) is highly desirable.
- Familiarity with customer relationship management (CRM) and ticketing platforms.
You will adhere to our company’s values and behaviors and incorporate them in your interactions with colleagues and customers.
Values:
- Clinical service first. 2. Collaborate with our customers. 3. Listen, respect, learn. 4. Innovate to excel.
Behaviors:
- Be nice. 2. Be creative. 3. Be honest. 4. Be helpful.
Compensation and Benefits
Compensation is fair market rates based on the country where the individual is hired. For Canadian candidates, the salary range for this position is $22 - $28 CAD.
Other benefits include but not limited to: Medical, Dental, Vision, “Use as needed” vacation policy, and participation in our employee option program.