▷ Urgent: Customer Service Agent

4 weeks ago

India SquarePeg Full time

Job Description

About Radin Health

Radin Health is a rapidly growing Healthcare SaaS company transforming the radiology space with AI-powered, cloud-based software. Our suite of solutions includes Radiology Information Systems (RIS), PACS, Voice Dictation (Dictation AI), Patient Engagement, and Revenue Cycle Management, built specifically for imaging centers and teleradiology providers.

Position Overview

We are hiring a Customer Service Agent who is fluent and proficient in spoken and written English. In this role, you will support healthcare professionals and technical staff using our software products. This position requires excellent communication skills, attention to detail, and the ability to provide accurate, timely assistance in a professional and respectful manner.

Candidates with experience supporting radiology or healthcare software in a B2B SaaS setting will be strongly preferred.

Key Responsibilities

- Provide high-quality customer support via phone, email, and chat in fluent, professional English
- Troubleshoot user issues related to RIS, PACS, Dictation, or patient portal access
- Create detailed support tickets and documentation of client interactions
- Follow defined procedures for escalation, triage, and resolution
- Ensure compliance with HIPAA and data security protocols in every interaction
- Contribute to the internal knowledge base and assist with support process improvement
- Uphold our customer-first culture through empathy, clarity, and reliability

Required Qualifications

- Minimum 2 years of experience in a customer support role, preferably in SaaS, healthcare IT, or medical imaging
- Fluent spoken and written English (C1 level or higher) must be able to clearly articulate technical issues and document interactions professionally
- Experience with support tools such as Jira, Zendesk, Freshdesk, or similar platforms
- Familiarity with medical or radiology terminology (e.g., PACS, RIS, HL7, DICOM)
- Basic technical troubleshooting ability (web-based tools, log collection, resets)
- Ability to work flexible hours, including US business hours, evenings, weekends, or on-call shifts, if required
- Excellent problem-solving and analytical skills
- Proficiency with CRM software, ticketing systems, and office tools (e.g., Microsoft Office, Google Suite)
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously
- Ability to work flexible hours, US working hours, including evenings, weekends, or on-call shifts, if required.
- Excellent problem-solving and analytical skills.
- Proficiency with CRM software, ticketing systems, and basic office tools (e.g., Microsoft Office, Google Suite).
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Preferred Experience

- Prior support experience in radiology, imaging centers, or teleradiology groups
- Familiarity with HIPAA regulations and patient privacy compliance
- Experience supporting cloud-based healthcare SaaS platforms
- Bilingual capabilities (English + Spanish or other languages) are a plus but not required

What We Offer

- Remote-first, collaborative work environment
- Supportive and structured onboarding and training
- Growth opportunities into Tier 2, QA, or Client Success roles
- Competitive compensation and benefits

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