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Customer Support Agent






Miami, FL, US


Company Overview:

CareCloud is transforming the healthcare experience with the industry’s most modern, flexible and powerful cloud-based platform. Our integrated clinical, financial and patient-experience IT solutions aim to build high-performing medical practices by helping healthcare providers maximize the efficiency and effectiveness of their practices while connecting and collaborating directly with patients. CareCloud’s IT solutions target areas such as: revenue cycle management, practice management, electronic health records, patient experience, advanced billing rules, and analytics.


Job Summary:

CareCloud is seeking a Customer Support Agent to join our award winning team. You must have incredible customer service and problem solving skills, think logically, be technically savvy and have a great attitude to apply for this position.  


Essential Duties and Responsibilities:

As a Customer Support Agent at CareCloud, you are expected to provide first class customer support, customer service and network solutions to all our end users. Support will be provided by communicating solutions in a user-friendly, professional manner via multiple communication channels. You will be tasked to perform the following:


  • Provide “Excellent” customer service always geared toward client satisfaction
  • Handle service/ support calls via automated cloud-based call distribution system
  • Manage incoming calls, process and record all call transactions 
  • Gather client’s information, evaluate and analyze their need and create cases/ tickets if applicable 
  • Process requests and issues efficiently and follow up with clients in a timely manner
  • Manage client expectations effectively and redirect issues to appropriate resources
  • Identify and escalate priority issues per established protocol
  • Offer options and alternatives with the objective of building client loyalty and trust
  • Provide effective system, new feature and update training Not sure what this means
  • Organize ideas and communicate them effectively both verbally and in writing
  • Participate in release testing; document and communicate outcomes
  • Keep current on system information, changes and updates as well as industry standards and workflows
  • Follow company policies and procedures and maintain professional standards

Required Qualifications/Skills:

  • Customer service experience
  • Superior communication skills 
  • Excellent problem solving and conflict management skills
  • Knowledge of relevant software applications and equipment
  • Basic understanding of http(s) protocols
  • Basic understanding of firewalls
  • Multi-tasking capabilities
  • Flexible work schedule is this a skill or are you asking them to be flexible 
  • Comfortable with frequent change
  • Exemplary attendance and punctuality

Preferred Qualifications/Skills:

  • Carecloud or EHR/ EMR and/or Practice Management experience
  • Medical experience
  • Billing and / or insurance experience
  • Teaching and training experience is this for entry level?
  • Call center experience
  • A+ certification desired 
  • Windows and Mac troubleshooting experience
  • Solid understanding of mobile devices (IOS)
  • Fluency in Spanish

Interpersonal and Client Relations Skills:

  • Makes clients and their needs a primary focus of one’s actions
  • Interacts with others using appropriate interpersonal styles and methods
  • Develops and maintains productive client relationships
  • Maintains stable performance under pressure or opposition 
  • Identifies and understands issues, problems, and opportunities
  • Sets high standards of performance for self
  • Great attitude and eagerness to learn and grow

Education Requirements: Bachelor's degree or equivalent experience preferred. 

Supervisory Responsibility: No 

Work Location: Based in Miami, Florida – Headquarter Office 

Travel Required: None Position Type: Full Time 

EEO Statement: CareCloud is an equal employment opportunity employer 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. This position requires the ability to occasionally lift office products, equipment and supplies, up to 20 pounds. 

ADA Statement: Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. 

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that   

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