Location: Remote (US)

Employment Type: Full Time

Compensation: $50,000 - $53,000

Job Description

Role Overview
The Customer Support Tier 1 Specialist is the first point of contact for customers using LivTech's healthcare technology products, supporting 1-2 specialized brands within the division. This role owns front-line troubleshooting, account and access support, and routine product questions, resolving the majority of inquiries without escalation.

Key Responsibilities:

• Respond to inbound support requests via phone, email, and chat/ticketing (Zendesk) within SLA targets for 1-2 assigned brands
• Troubleshoot common issues: login/access, navigation, basic configuration, and how-to questions
• Accurately log every interaction, including issue details and resolution steps, in the ticketing system
• Follow documented workflows and knowledge base articles for consistent, compliant responses
• Recognize when an issue exceeds Tier 1 scope and escalate to Tier 2 with complete, well-organized case notes
• Handle protected health information (PHI) in accordance with HIPAA and internal data handling policies
• Meet individual metrics for response time, resolution time, ticket quality, and customer satisfaction
• Flag recurring issues or documentation gaps to the Team Leader

Success in this role looks like:

• First-response and resolution times consistently meet SLAs
• Strong customer satisfaction (CSAT) scores
• Ticket documentation is clear, accurate, and easy for Tier 2 to pick up
• Escalations are timely and well-documented, not premature or delayed

What Will Help You Succeed

• A naturally curious and investigative mindset
• Strong attention to detail, with a focus on quality and accuracy
• Comfort working with ambiguity and incomplete information
• A proactive, self-driven approach with strong ownership of issues

Qualifications

Required Qualifications:

• Strong verbal and written communication skills; able to explain technical concepts to non-technical users
• Basic technical aptitude: comfortable navigating web applications and following structured troubleshooting
• steps
• Ability to learn and retain product knowledge across 1-2 assigned brands
• Comfortable working in a fast-paced, metrics-driven environment
• Ability to learn and apply HIPAA and data handling requirements

Preferred Qualifications:

• Experience with ticketing/helpdesk systems such as Zendesk
• Background in customer service, technical support, or healthcare administration

Benefits:

• Health Insurance: individual policy, employer/employee shared cost
• Teladoc: included in health insurance
• Flexible Spending Accounts: employee paid
• Disability Insurance: Short Term Disability-employer paid; Long Term Disability-employee paid
• Life Insurance: $50,000 employer paid, additional employee paid
• Accident Care: employee paid
• Critical Care: employee paid
• Dental Insurance: employee paid
• Vision Insurance: employee paid
• Legal & ID Shield: employee paid
• Pet Insurance: employee paid
• Paid Time Off (PTO
• 401k Retirement Plan: employee paid
• Employee Assistance Program (EAP): employer paid
• Paid Holidays

Any offers of employment are contingent upon the successful completion of a background check. LivTech is committed to creating a diverse environment and is proud to be an equal opportunity employer.