Customer Service Agent

3 days ago

Lahore, Punjab, Pakistan Axelliant Full time $40,000 - $80,000 per year

Job Description

Customer Service Agent for US Healthcare Tech Company

Location:
Lahore

Working Hours:
8 AM- 5PM (U.S. Business Hours - Night Shift)

About the Role

We're seeking a
Customer Service Agent
to join our support team, assisting users of our U.S.-based
healthcare technology platform
. This role is ideal for individuals who are empathetic, tech-savvy, and passionate about delivering exceptional service in a mission-critical industry. You will be the first point of contact helping clients navigate our digital tools.

Key Responsibilities

  • Respond to customer inquiries via
    phone, chat, and email
    in a timely and compassionate manner
  • Assist with issues related to user access, scheduling, reporting, data visibility, and workflow navigation on the platform
  • Troubleshoot product or system issues and escalate complex cases to technical teams as necessary
  • Maintain accurate records of interactions using tools like
    Zendesk, Salesforce Health Cloud, or similar CRM platforms
  • Handle sensitive healthcare data with discretion, ensuring
    HIPAA-compliant practices
    are followed
  • Collaborate with cross-functional teams (Tech, QA, Product) to relay recurring issues or feedback
  • Proactively follow up on open cases to ensure resolutions are met within
    SLA timelines
  • Educate users about platform updates, features, or changes through proactive outreach or FAQs

Requirements

  • Bachelor's degree (preferred: English, Healthcare, Computer Science, or Business Administration)
  • 1–3 years of experience in
    customer support
    ; experience in
    healthcare, EMR/EHR, or Healthtech
    is a plus
  • Exceptional
    English communication skills (verbal and written)
  • Comfortable working U.S. time zone shifts and commuting to the office (EST/PST)
  • Ability to work calmly and professionally in high-pressure situations (e.g., time-sensitive medical requests)

Preferred Qualifications

  • Experience supporting U.S. healthcare clients (pharmaceuticals, insurance providers)
  • Exposure to APIs, data integrations, or medical workflow tools
  • Familiarity with claims processing, medical terminology, or healthcare compliance
  • Knowledge of ITSM frameworks or tools like
    ServiceNow
    or similar tools

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