Technical Support Specialist
*International Voice Support Specialist*
Location: Chantilly, VA 20151 | Work from Office
Experience: 1–2 years
Employment Type: Full-Time
Shift: Rotational | 24/7 Support
Salary:
$28,000 – $30,000 per year
Joining: Immediate preferred
Hiring: Priority / Fast-Track
Role Overview:
We are seeking a customer-focused International Voice Support Specialist to provide L1/L2 service desk and patient-support assistance in a healthcare technology environment.
The ideal candidate will support caregivers, healthcare providers, and patients with MyChart access, account setup, password resets, profile activation, and general troubleshooting across phone, email, in-basket, and ticketing channels.
Key Responsibilities:
- Handle inbound calls, emails, in-basket requests, and service desk tickets.
- Assist users with account access, password resets, profile activation, and basic MyChart troubleshooting.
- Provide clear, step-by-step guidance to users regarding system features and processes.
- Accurately document customer interactions, troubleshooting steps, resolutions, and follow-up actions in the CRM/ticketing system.
- Identify and troubleshoot basic technical and application-related issues.
- Escalate complex or unresolved issues to L2/L3 support or the appropriate technical/functional team.
- Follow established service desk procedures, escalation processes, and knowledge-base guidelines.
- Meet defined SLAs, quality standards, productivity targets, and customer satisfaction goals.
- Maintain a professional and empathetic approach when assisting patients, caregivers, and healthcare providers.
Requirements:
- 1–2 years of customer support, technical support, service desk, or voice support experience.
- Excellent verbal and written communication skills.
- Strong English communication skills and confidence interacting with international customers over the phone.
- Candidates must meet the required communication assessment standard of 4.5–5/5.
- Strong customer-service mindset with excellent problem-solving and active-listening skills.
- Ability to handle multiple support channels, including phone, email, ticketing systems, and in-basket requests.
- Strong attention to detail and accurate documentation skills.
- Basic understanding of incident, service request, and change-management processes is an advantage.
- Healthcare voice support, MyChart, Epic, EHR, or EMR experience is preferred but not mandatory.
- Ability to work in a 24/7 rotational shift environment.
- Immediate joiners preferred; candidates who can join within 5 days are strongly preferred.
Additional Advantage – ServiceNow
Basic knowledge of ServiceNow is an added advantage. Candidates with certified or non-certified ServiceNow knowledge will be preferred, particularly experience with:
- Incident management
- Service request handling
- User management
- Workflow support
- Change management
- Basic ServiceNow administration
Education
- Graduate in any discipline.
- Candidates with healthcare, customer-support, technical-support, or service-desk experience will be preferred.
Why Join Us?
- Work with a collaborative and supportive healthcare technology team.
- Build practical experience in healthcare IT and patient-support operations.
- Gain exposure to healthcare applications and support processes.
- Explore learning opportunities, including potential Epic certification exposure.
- Opportunity to develop your technical support and customer-service skills.
- Fast-track recruitment process with interviews currently underway.
Compensation
Annual Salary: $28,000 – $30,000
Work Location
Chantilly, VA 20151 – Work from Office
This is an onsite position. Candidates must be willing to work from the Chantilly, VA office and support a rotational 24/7 schedule.
Job Type: Full-time
Base Pay: $28,000.00 - $30,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person