[Hiring] Customer Support Specialist Level 1 @Synthesis Health

Role Description

The Synthesis team is seeking a highly motivated and detail-oriented Customer Support Specialist Level 1 to join our growing company. 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.

Qualifications

• 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.
• Collaborate with our customers.
• Listen, respect, learn.
• Innovate to excel.

Behaviors

• Be nice.
• Be creative.
• Be honest.
• 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 are not limited to: Medical, Dental, Vision, “Use as needed” vacation policy, and participation in our employee option program.