The Customer Support Officer is the first point of contact for the healthcare professionals, institutional clients, and program participants who use TC4A\'s platforms — primarily the Medical Learning Hub (MLH). You will resolve queries quickly, keep the user experience
consistent across markets, and feed insights back to product and program teams.
Key responsibilities
- Provide first-line support to healthcare professionals on the MLH platform — login, course access, certificates, accreditation queries
- Manage support tickets across email, WhatsApp, and in-platform chat, with clear SLAs
- Verify HCP credentials during onboarding to maintain platform integrity
- Support pharma client program participants with queries on training, registration, ancertification
- Document recurring issues and contribute to FAQs, help center articles, and self-service content
- Liaise with the tech team to log, prioritize, and escalate platform bugs
- Track and report support metrics: response time, resolution rate
- Support periodic user communications (course launches, reminders, country-specific notices)
- Flag patterns and user feedback to inform product and program decisions
Requirements
- Bachelor\'s degree, or equivalent professional experience
- 2–3 years in customer support, customer success, or a comparable user-facing role
- Experience supporting a SaaS or digital platform
- Excellent written communication; calm, patient, problem-solving mindset
- Comfortable with help desk and CRM tools (Zendesk, Freshdesk, Intercom, HubSpot or similar)
- Strong organization and ability to manage high ticket volumes without losing quality
- Excellent written and spoken English
- Familiarity with healthcare professional workflows or medical terminology
- Basic data fluency (Excel/Sheets) for tracking trends
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