Customer Support Specialist Level 1 (L1) - US

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. 

• 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. 

• Skills: 

• 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:  

1. Clinical service first. 2. Collaborate with our customers. 3. Listen, respect, learn. 4. Innovate to excel. 

Behaviors: 

1. 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 US candidates, the salary range for this position is $20 - $22 USD.   

Other benefits include but not limited to: Medical, Dental, Vision, “Use as needed” vacation policy, and participation in our employee option program.