Job Description

:
ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company, specializing in providing high-quality operational support to U.S.-based businesses. We are not a recruitment agency-we act as a seamless extension of our clients' teams, delivering reliable, efficient, and people-focused service.
We are currently hiring a Customer Support Specialist (Technology) for one of our U.S.-based clients in the healthcare technology sector. This role is ideal for someone who is tech-savvy, patient, and friendly, with strong communication skills.
You will handle inbound calls from healthcare facilities regarding their devices, provide guidance, and offer basic technical support related to device functionality.
PLEASE NOTE:

• Working Hours: This role requires you to work EST hours Mon - Fri from 8 am to 5 pm EST (15:00 to 00:00 South African time - subject to change in accordance with daylight savings in the United States).
• Public Holidays: This role requires you to work on both South African and US public holidays (compensation for SA public holidays in accordance with the BCEA)
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.
• Work Environment: This is a fully remote working role.

Key Responsibilities

• Handle inbound calls from healthcare facilities regarding their devices
• Provide basic technical guidance and troubleshooting related to device functionality
• Proactively contact facilities if devices are offline or require attention
• Follow scripts and SOPs while confidently managing real-time conversations
• Maintain a professional, patient, and friendly tone at all times
• Accurately document all interactions using internal systems
• Escalate complex issues to management when required

Requirements:

• Exceptional written and verbal communication skills in English
• Tech-savvy, with the ability to quickly learn and navigate new tools
• Basic computer proficiency, including MS Office and Outlook
• Previous customer service experience is required
• Experience in healthcare or technology support is advantageous
• Professional, patient, and friendly telephone manner
• Strong attention to detail and ability to follow SOPs

If you are not contacted within 14 working days, please consider your application unsuccessful

Skills Required