Technical Support Associate

3 weeks ago

Philippines Neurality Health Full time

Neurality Health is transforming the healthcare front office with its human-like, AI-powered solutions, creating seamless patient interactions and enhancing administrative efficiency. We’re seeking a motivated Technical Client Support Associate to join our team. This role directly supports onboarded customers to ensure they have the best experience when reaching out for help. You will be responsible for triaging tickets, conducting initial reviews, coordinating internally for updates, communicating those updates externally, and guiding clients as required.

Responsibilities
  • Client Support: Help clients with their questions about post-onboarding, including rules around practice management systems, launching recall campaigns, and connecting telephony/VOIP solutions.
  • Provide hands-on assistance to ensure smooth client setup and adoption.
  • Maintain transparent and proactive communication with clients throughout the onboarding process.
  • Gather and document client feedback to inform product and process enhancements.
  • Act as the first point of contact for onboarding related inquiries, ensuring timely issue resolution or escalation.
  • AI Agent Customization & Training: Tailor Neurality Health's AI agents by gathering inputs, synthesizing them, and implementing workflow protocols (e.g., scheduling, payments).
  • Design, test, and optimize AI agent prompts for accurate and human-like responses.
  • Technical Configuration & Management: Ensure successful integration of Neurality Health AI with client systems, troubleshooting and addressing technical challenges.
  • Update and maintain YAML files to align AI configurations with client workflows.
  • Quality Assurance & Testing: Conduct thorough testing of AI workflows to ensure reliability, accuracy, and alignment with client requirements.
  • Troubleshoot issues and implement fixes or escalate them to the appropriate team as necessary.
  • Regularly audit AI performance and provide actionable feedback for continuous improvement.
Qualifications Education & Experience
  • Bachelor’s degree in Business Administration, Management, or a related field (or equivalent work experience).
  • 2–4 years of experience in customer support, onboarding, or a similar role (experience in healthcare or health tech is a plus).
Skills
  • Fluent English language skills, both written and verbal, with the ability to convey technical concepts clearly to non-technical audiences.
  • Strong organizational skills with excellent time management and multitasking abilities.
  • Familiarity with CRM or customer success tools is a bonus.
Technical Proficiency
  • Experience with prompt engineering and conversational AI logic.
  • Proficiency in reading, creating, and modifying YAML files.
  • Familiarity with AI-driven platforms and basic troubleshooting of system integrations.
  • Experience with testing and quality assurance, particularly for AI systems.
  • Working knowledge of healthcare practice management systems is a strong advantage.
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Technology, Information and Internet

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