Technical Support Specialist

Remote

Full Time

Experienced

This role provides front-line technical and operational support to patients and healthcare providers, resolving non-clinical issues across systems such as prescriptions, billing, and eligibility. It requires timely, high-quality communication across multiple channels while coordinating with internal and cross-functional teams to research, document, and resolve complex support cases.

CORE TASKS:

Provide technical assistance to patients and providers via email, chat, and phone in a timely manner, contributing to team goals around response times
Coordinate between patients, providers (doctors), pharmacies, and internal teams to resolve non-clinical issues (e.g., prescription transmission issues, pharmacy availability, eligibility questions)
Manage support cases that require research, follow-ups, and cross-tool investigation, not just single-touch responses
Communicate with providers via Slack and document outcomes clearly in Zendesk
Handle refunds, billing, and payment-related workflows using internal tools and SOPs
Track and document cases using spreadsheets (Google Sheets / Excel) as part of operational workflows
Balance speed and quality of care, ensuring users feel supported and informed even when issues take time to resolve
Reference Knowledge Base & internal resources to find relevant answers
Communicate via Slack to cross-functional teams (Engineering, Product, Etc) when needed to resolve issues
Follow processes to escalate inquiries as necessary

MUST-HAVES:

2+ years experience with Zendesk or similar ticketing platform (Zendesk strongly preferred)
Strong written and verbal English communication skills, including professional phone presence
Demonstrated ability to learn complex, nuanced workflows quickly and apply judgment when SOPs don’t cover every scenario
Comfort working across multiple tools simultaneously (Zendesk, Slack, spreadsheets, internal admin systems)
Experience supporting customers in high-trust environments (e.g., healthcare, fintech, insurance, marketplaces, or regulated industries)
Openness to working one weekend day if a change in schedule is needed

NICE-TO-HAVES:

Advanced technical skills and understanding
Experience supporting telehealth, healthcare, or health-adjacent platforms
Familiarity with Zendesk, JIRA, or similar ticketing/escalation tools
Experience using Google Sheets / Excel for tracking, lookups, or operational reporting
Exposure to payments or billing systems (e.g., refunds, payment processors like Stripe/Braintree)
Prior experience coordinating with external partners (doctors, vendors, payers, pharmacies)

SOFT SKILLS:

Demonstrates a high level of empathy, ownership, and care in every user interaction
Comfortable making judgment calls when issues fall outside documented SOPs
Proactively follows up on open issues rather than waiting for reminders
Takes feedback seriously and applies learnings to future cases
Resourceful, able to utilize available resources to find answers
Willing to ask questions when something isn’t clear or needs further explanation
Curiosity! Eager to learn & understand our products & processes
Attention to detail; thoroughly reads/actively listens to understand issues, closely follows processes, double checks work/tests before solving ticket

🌟 Perks & Benefits

Salary: Up to Php 60,000/ $6 hr depending on experience
Yearly Performance Evaluation
Anniversary Bonus: PHP 5,000 (1st year), PHP 10,000 (2nd years and up)
Referral Bonus: $300 per successful hire
7 days Paid Holiday Off
6 days Paid Time Off
Healthcare Plan
Maternity Leave
Paternity Leave

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Technical Support Specialist

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