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