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
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
