Technical Support Analyst - HealthCare

• Bogotá, Bogota, Colombia
• Full-Time
• On-Site
  
  

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Job Description:

About the Role

We are hiring a Technical Support Analyst to support customers by troubleshooting product questions, triaging technical issues, documenting bugs, and helping ensure customers receive timely, clear, and thoughtful support.

This is a customer facing SaaS support role focused on technical troubleshooting, product issue investigation, ticket management, documentation, and escalation to Product/Engineering when needed. This is not a software engineering role, but the ideal candidate should be technically curious, detail-oriented, and comfortable learning software workflows.

As part of the Customer Operations team, the Technical Support Analyst will work closely with Product and Engineering to identify customer impacting issues, improve support processes, support product testing when needed, and help create a strong customer experience.

Key Responsibilities

• Troubleshoot customer reported issues related to product workflows, user access, data visibility, session behavior, exports, and system functionality.
• Triage incoming support cases and determine whether the issue is a training need, product question, bug, enhancement request, or escalation.
• Respond to customer support requests through email, support tickets, phone and other approved communication channels.
• Supporting a positive customer experience by balancing empathy, urgency, and clear next steps.
• Communicate updates to customers in a clear, professional, and empathetic manner.
• Document customer issues clearly and accurately, including steps to reproduce, screenshots, affected users, expected behavior, actual behavior, and business impact.
• Escalate suspected bugs or technical issues to the appropriate internal team with complete supporting details.
• Follow established support processes, service level expectations, and escalation paths.
• Help validate fixes, new releases, and customer-reported issues by testing expected behavior against real customer workflows.
• Assist with testing, quality assurance, validation, and testing of product workflows for product releases.
• Maintain accurate case notes and customer communication history in company systems.
• Help create and improve internal support documentation, troubleshooting guides, and customer facing help resources.
• Identify recurring customer issues and share trends with Customer Operations, Product, and Engineering.
  
  

Required Qualifications

• 1–3 years of experience in technical support, customer support, SaaS support, help desk, product support, QA support, or a similar role.
• Ability to explain technical concepts clearly to non technical users.
• Strong attention to detail and ability to document issues thoroughly.
• Experience using tools such as Salesforce, Jira, HubSpot, Zendesk, Intercom, Freshdesk, or similar systems.
• Comfortable troubleshooting software workflows and learning new systems.
• Ability to test product workflows, identify unexpected behavior, and clearly document findings.
• Ability to follow defined processes while also asking questions when something is unclear.
• Strong problem-solving skills and willingness to investigate before escalating.
• Ability to manage multiple support requests and prioritize based on urgency and customer impact.
• Strong written communication skills in English.
• Professional, empathetic, and customer-focused communication style.
• Comfortable working remotely with a U.S.-based team.
  
  

Preferred Qualifications

• Experience documenting bugs or working with Product/Engineering teams.
• Experience with light QA testing, user acceptance testing, or product validation.
• Experience supporting SaaS platforms or healthcare technology.
• Experience working with U.S.-based customers or companies.
  
  

About MicroSourcing

With over 10,000 professionals supporting over 1,000 clients, MicroSourcing delivers the same uncompromising standards of quality and performance, anywhere and everywhere we operate.

Our 13 delivery centers across the Philippines and Colombia follow a unified framework for governance, data security and service delivery, ensuring consistent outcomes regardless of location.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

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• Technical Support Analyst - HealthCare
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