Job Description
ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. We partner with international US clients and integrate our staff members directly within our clients’ operations. We focus on long-term placements where you contribute directly to the client’s success.
About the Role
We are seeking a motivated and tech-savvy Customer Support Specialist to serve as the primary point of contact for our US-based client. This role is embedded within a small, fast-paced SaaS company that provides a digital visitor management and reputation platform to skilled nursing and senior care facilities across the United States.
You will be responsible for diagnosing and resolving platform and kiosk-related issues, managing user accounts, and ensuring that every facility you support has a smooth and positive experience with the platform.
This is not a passive support role. You will take full ownership of the customer support function — handling inbound queries, troubleshooting technical issues, and ensuring that facility staff can use the platform effectively every day.
PLEASE NOTE:
- Working Hours: Monday – Friday | 8:00 AM – 5:00 PM EST (14:00 PM – 23:00 PM South African time – subject to daylight savings).
- Public Holidays: This role requires working on both South African and U.S. 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 wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
- Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.
- Work Environment: Fully remote.
Job Responsibilities (not limited to):
Technical Support & Troubleshooting
- Respond to inbound customer emails reporting issues with the kiosk hardware or software platform.
- Diagnose and resolve issues through structured, step-by-step troubleshooting — checking device connectivity, Wi-Fi, network settings, power, and configuration.
- Communicate clear, professional resolutions to facility staff in a patient and helpful manner.
- Recognise patterns in recurring issues and escalate where necessary.
Platform & User Administration
- Add new users to the web portal upon customer request, capturing accurate name and contact details.
- Configure feedback and alert email settings per facility requirements.
- Update facility branding and logos displayed on the kiosk.
- Manage and maintain COVID-19 health screening questions for facilities that require them.
Onboarding & Client Support
- Assist with the onboarding of new facility clients onto the platform.
- Guide facility staff through platform features to ensure successful adoption and usage.
- Maintain accurate records of client interactions, issues logged, and resolutions
Working Experience:
- 1–2+ years of experience in a customer support, technical support, or client-facing role.
- Experience working with SaaS platforms or software portals is strongly preferred.
- Exposure to healthcare, aged care, or senior living environments is advantageous but not required.
- Demonstrated ability to manage a high volume of customer queries efficiently and professionally.
Key Skills:
- Customer service and query resolution.
- Basic IT troubleshooting and technical problem-solving.
- Clear and professional written and verbal communication.
- Accurate data entry and digital record keeping.
- Time management and task prioritisation.
Soft Skills:
- Excellent verbal and written English communication skills.
- Professional, patient, and confident phone and email manner.
- Strong problem-solving ability with a calm, solutions-focused approach.
- Highly organised and detail-oriented.
- Proactive with strong follow-up skills and the ability to work independently.
Technical Skills:
- Comfortable navigating web-based software portals and SaaS platforms.
- Proficiency in MS Office and Outlook.
- Comfortable performing accurate data entry and maintaining digital records.
Success Metrics:
- Customer satisfaction and query resolution rates.
- Response and resolution times for inbound support queries.
- Accuracy and completeness of user and platform administration tasks.
- Successful onboarding and platform adoption rates for new facility clients.
If you are not contacted within 14 working days, please consider your application unsuccessful.
