Customer Service Associate – Ticket Management & Client Support (Onsite)

About the Role:



Snapscale is looking for a reliable and customer-focused Customer Service Associate to support a modern healthcare technology company. This role focuses on managing customer support tickets, communicating with clients, verifying reported issues, coordinating with vendors, and ensuring concerns are properly documented and resolved.

The ideal candidate has strong written communication skills and can communicate with empathy while keeping responses clear, concise, and professional. You should also be comfortable working independently, reviewing information in internal tools and databases, and participating in daily synchronous audio meetings.

Responsibilities:



• Manage and monitor customer support tickets from initial inquiry through resolution
• Communicate with customers regarding their concerns, questions, and reported issues
• Verify reported bugs and issues using available internal tools and resources
• Review databases and internal information to help identify and verify client issues
• Determine when issues require escalation and coordinate appropriate next steps
• Document customer concerns, investigations, resolutions, and relevant support information
• Create and manage vendor tickets when third-party support is required
• Coordinate with vendors and manage follow-ups throughout the resolution process
• Follow up with customers once vendor-related issues have been resolved
• Provide clear and concise customer responses through written communication
• Gradually provide workflow guidance and helpful suggestions to customers when appropriate
• Attend scheduled meetings as required

Perks:



• HMO upon completion of 3 months
• Attendance bonuses and employee incentives
• Referral Bonus
• 24 leave benefits
• Free lunch onsite
• Transportation or internet allowance
• Annual salary increase based on performance appraisal
• Career growth and development opportunities
• Fun and supportive work environment

Requirements

• Previous experience in Customer Service, Customer Support, Technical Support, Help Desk, or a similar role
• Comfortable working with computer-based applications, internal tools, and databases
• Strong written and verbal English communication skills
• Excellent written communication skills, particularly for email and ticket-based support
• Ability to communicate with empathy, patience, clarity, and professionalism
• Strong attention to detail and ability to accurately document customer issues
• Strong judgment when determining whether an issue requires escalation
• Comfortable managing multiple support tickets and priorities independently
• Comfortable coordinating with vendors and following up on unresolved issues
• Must be available for synchronous audio meetings once a day
• Able to work independently and manage daily support responsibilities
• Must be willing to work in office