Purpose of the Role

As an Associate Support Specialist, you will provide professional healthcare software support to achieve high client satisfaction. You will assess, document and resolve fundamental technical issues through an inbound contact center, while keeping internal and external stakeholders informed through regular written and verbal communication.

Clinisys AI Philosophy

Clinisys is building an AI-first organization focused on intelligent diagnostic informatics solutions. Its AI-enabled, cloud-based platforms support diagnostic workflows across healthcare, life sciences and public health.

Employees are expected to work confidently with AI-enabled tools, apply digital and analytical thinking, and continuously adapt as technology evolves. The company operates across more than 30 countries.

Essential Functions & Responsibilities

• Receive and respond to incoming client requests through telephone and web portals.
• Learn case management systems and follow established case management best practices.
• Identify, assess criticality and prioritize new and existing issues.
• Research, manage and document issues and their resolutions.
• Communicate issue status effectively and partner with clients.
• Work with clients and internal teams to resolve technical issues.
• Use proven resolutions with guidance from experienced staff.
• Maintain high Client Satisfaction Scores.
• Stay updated with product and industry changes.
• Continuously learn Clinisys applications, environments and systems.
• Use knowledgebase articles to support issue resolution.
• Leverage approved AI-assisted resources for troubleshooting, research, documentation and customer communication while ensuring accuracy.
• Participate in on-call and holiday rotations as required.
• Perform other duties and responsibilities as assigned.

Required Skills

• Excellent analytical and problem-solving skills.
• Strong interpersonal and professional communication skills.
• Good time management and organizational abilities.
• Ability to explain technical concepts in simple, non-technical language.
• Ability to handle complex and challenging client issues.
• Demonstrated ability to resolve customer issues.

Required Experience & Education

• High School diploma or GED.
• 0–2 years of experience with technical aptitude in one or more of the following areas:
• Healthcare technology.
• Healthcare.
• Laboratory sciences.
• Technology.
• Client support.

Preferred Experience & Education

• College coursework or certification in a related field.
• Previous customer support experience in highly technical environments.
• Technical certifications or training in SQL.
• Knowledge of reading, interpreting and troubleshooting HL7 messages.
• Networking and Database Administration knowledge.
• Knowledge of Java and Microsoft technologies.
• Familiarity with word processing and spreadsheet applications.
• Experience supporting enterprise operating systems.
• Proficient typing skills.

Supervisory Responsibilities

None.

Recruitment & AI Notice

Clinisys may use artificial intelligence tools to support parts of the hiring process, including application review, resume analysis and response assessment. These tools assist the recruitment team but do not replace human judgment. Final hiring decisions are made by humans.