Vendor Support Representative - Fully Remote

This is a Fully Remote Job About Our Client:The organization operates in the healthcare SaaS industry, focusing on improving the management of vendor access and surgical scheduling in hospitals and ambulatory surgery centers. It addresses challenges related to credentialing, compliance enforcement, and operating room efficiency by providing a platform that enhances throughput across enterprise health systems. The company supports hundreds of hospitals nationwide with a scalable, hardware-free solution that improves surgical team operations and patient care. About the Opportunity:The VENDOR SUPPORT REPRESENTATIVE plays a crucial role in supporting external vendors such as pharmaceutical and device representatives who depend on the platform daily to access healthcare facilities and operating rooms. This position serves as a frontline resource, managing communications and technical issues to ensure smooth vendor operations. The role is fast-paced and requires thorough investigation of problems, accurate documentation, and clear communication to maintain operational efficiency and vendor satisfaction. Responsibilities:Respond to inbound vendor support calls and initiate outbound calls as necessaryManage support tickets through resolution using Jira Service ManagementInvestigate issues to identify root causes and propose solutionsMaintain and update standard operating procedures and Confluence documentationTriage and escalate issues following established protocolsCommunicate clearly and professionally with vendors, including non-technical usersDocument ticket notes and internal comments accurately for audits and handoffs Requirements:Experience using Atlassian tools (Jira, Confluence) in a support or ticketing environmentPrior experience with phone-based support handling inbound and outbound callsStrong problem-solving skills with a focus on resolution over escalationAbility to deescalate situations and manage frustrated vendors independentlyQuick learner comfortable with new tools, products, and processesEffective written and verbal communication skillsAbility to multitask across calls, tickets, and documentationAttention to detail in documenting steps and ticket historiesReliable and punctual with consistent availability for assigned shiftsTeam-oriented approach with willingness to seek support when needed Pay Range and Compensation Package:Compensation: $50,000 Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.