Simplifying care through smarter solutions has never been more crucial in the healthcare industry. Health Note is revolutionizing patient data management with AI-powered tools that streamline intake, automate real-time transcription, and integrate seamlessly with electronic health records (EHRs). By eliminating inefficiencies and enhancing care delivery, Health Note empowers clinicians to focus on what truly matters – their patients' well-being. At Emapta Latam, we are committed to providing exceptional support services to our clients. As a Zendesk Support Representative, you will play a vital role in ensuring seamless integration of our products into client operations. Your Key Responsibilities - Triage and resolve customer questions, configuration changes, and bug investigations while providing strategic guidance to maximize platform value. - Manage client communication, including updates about major releases, enhancements, and outages. - Resolve Tier 1 support requests independently and effectively. - Escalate, triage, and assist with Tier 2/3 requests as needed. - Document patient examples and customer requirements for bug investigations and product enhancement suggestions. - Create and maintain knowledge base articles and disseminate analytical insights or reports. What You Need to Succeed - At least 1 year of experience in a technical or support role, particularly with software-as-a-service (SaaS) products. - Proficiency in customer support software, specifically Zendesk and Jira. - Strong time management skills, ability to perform well under pressure, and expertise in creating workflows to streamline troubleshooting while adhering to standard processes and procedures. - Enthusiasm for collaborating with other departments to find solutions that address customer needs. We Offer - A competitive compensation package. - A supportive work environment that fosters professional growth. - Opportunities for career advancement. - A diverse and inclusive team culture. About Emapta Latam Emapta Latam is a leading provider of personalized outsourcing solutions. Since 2010, we have pioneered innovative solutions that empower businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our state-of-the-art facilities, competitive compensation, and a supportive work environment that fosters professional growth. With over 1,000 clients worldwide and a team of nearly 10,000 talented professionals, Emapta continues to set new standards in the industry.