About this role
IndustryHealthtech / SaaS
Work ArrangementRemote
Job TypeFull-time
Work ScheduleCST business hours
LocationsPhilippinesLATAMAnywhere remote, with strong English communication skills
About Pearl TalentPearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.
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Why Work with Us? At Pearl, we’re not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.
About the CompanyOur client is a fast-growing healthcare technology company providing digital solutions that support clinics and healthcare providers in delivering efficient, compliant, and high-quality patient services. The platform enables healthcare teams to streamline workflows, resolve operational challenges, and deliver reliable support across clinical and administrative functions. The company operates in a highly regulated environment and prioritizes accuracy, responsiveness, and customer trust.
Role OverviewThe Healthcare Technical Support Specialist serves as the first point of contact for healthcare providers using a telehealth platform. In this role, you will support users with platform navigation, troubleshoot technical issues, and ensure accurate case documentation within CRM and ticketing systems. The position blends customer support and technical troubleshooting, requiring strong communication skills and a methodical approach to problem-solving.
You will regularly interact with healthcare professionals, helping them resolve issues related to platform access, system functionality, and workflow processes. The role also requires maintaining clear documentation and adhering to healthcare compliance standards while managing a high volume of support requests. Candidates who thrive in fast-paced environments and enjoy resolving technical challenges while delivering excellent support will succeed in this position.
Your Impact:In this role, you will help healthcare providers maintain uninterrupted access to the telehealth platform by resolving technical issues quickly and accurately. Your work will directly contribute to improved provider satisfaction, faster resolution times, and smooth day-to-day platform operations.
By maintaining organized case documentation and identifying recurring technical issues, you will also support the continuous improvement of internal workflows and knowledge resources. Your ability to troubleshoot effectively and escalate issues when needed will help ensure a reliable experience for providers delivering care through the platform.
Core ResponsibilitiesCustomer & Provider Support – 40%
Respond to inbound support requests from healthcare providers and clinics via phone, email, and ticketing systems. Assist users with platform navigation, operational questions, and workflow guidance. Communicate clearly and professionally when resolving support inquiries. Ensure users receive timely updates and clear instructions for resolving issues. Technical Troubleshooting – 30%
Diagnose and resolve common platform issues including login errors, access problems, and system configuration issues. Guide users through troubleshooting steps such as password resets, browser resets, and system verification processes. Identify patterns in recurring issues and escalate complex technical cases when necessary. Provide step-by-step guidance to help users resolve software-related problems efficiently. Ticket & Case Management – 15%
Manage support requests within CRM or ticketing platforms such as Salesforce or Zendesk. Document support interactions, troubleshooting steps, and case outcomes clearly and accurately. Prioritize support tickets based on urgency, impact, and service level expectations. Maintain organized case records to ensure visibility across support and operations teams. Escalation & Resolution Coordination – 10%
Escalate unresolved technical issues with clear documentation of troubleshooting performed. Coordinate with internal operations and technical teams to resolve complex support cases. Track escalated tickets and communicate updates to users when necessary. Documentation & Knowledge Sharing – 5%
Contribute to internal troubleshooting guides and support documentation. Identify recurring platform issues and recommend improvements to support workflows. Assist in maintaining internal knowledge base articles and operational resources.Requirements
Must-Haves (Required)2+ years of experience in customer support, technical support, or service operations. Experience working in healthcare, telehealth, or healthcare operations environments.Experience supporting users through phone, email, or ticketing systems. Hands-on experience using CRM or support platforms such as Salesforce, Zendesk, or similar systems. Ability to troubleshoot common platform or software issues. Strong written and verbal communication skills in English. Ability to document cases clearly and follow structured support workflows. Comfortable working in a high-volume support environment with multiple concurrent requests.Nice-to-Haves (Preferred)Experience supporting healthcare providers, clinics, or medical staff. Experience working with telehealth platforms or healthcare technology systems. Familiarity with HIPAA or healthcare compliance practices. Experience troubleshooting web-based software or SaaS platforms. Experience working in startup or fast-paced operational environments.
Tools ProficiencyMust-Haves (Required)Salesforce Zendesk CRM systems Ticketing systems Google WorkspaceNice-to-Haves (Preferred)Freshdesk Knowledge base platforms Internal documentation toolsBenefits
Competitive Salary: Based on experience and skills Remote Work: Fully remote—work from anywhere Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting Generous PTO: In accordance with company policy Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees Direct Mentorship: Guidance from international industry experts Learning & Development: Ongoing access to resources for professional growth Global Networking: Connect with professionals worldwide
Our Recruitment Process Application Screening Skills Assessment Top-grading Interview Client Interview Job Offer Client Onboarding
Ready to Join Us?If this role aligns with your skills and goals, apply now to take the next step in your journey with Pearl.