{"id":2632172,"url":"https://alion.io/job/proximie-customer-support-specialist","title":"Customer Support Specialist","company":{"id":51652,"name":"Proximie","domain":"proximie.com","url":"https://alion.io/company/proximie","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Beirut, Lebanon"],"countries":["LB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":23000,"max_usd":48000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1815},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Computer Vision","optional":false},{"name":"Service Desk","optional":false},{"name":"Confluence","optional":true},{"name":"GDPR","optional":true},{"name":"HIPAA","optional":true},{"name":"ITIL","optional":true},{"name":"Jira","optional":true}],"status":"live","first_seen_at":"2026-10-06T18:38:59Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-19T23:38:13Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Proximie is on a mission to improve healthcare by transforming the world’s operating rooms into connected ecosystems of people, devices, and data.\nOur Intelligence Suite transforms operating room (OR) performance, keeping teams in sync and workflows on track to maximise throughput. Simultaneously our computer vision and AI capabilities capture real-time data and detect surgical events - improving quality of data outputs. The result: ORs are optimised like never before - with predictive analytics and automated notifications ensuring patients and staff are in the right place at the right time.\nOnce practitioners are in the OR, our Surgical Suite enables real-time remote access and creates a secure video record of every procedure; improving training, education, and collaboration. It is an intuitive asset which helps instil a culture of continuous learning, accelerates the adoption of cutting-edge medical devices, and enhances surgical performance across the entire global workforce - improving outcomes and saving lives.\nProximie was commercialised in 2019 and is available in over 500 facilities globally.\nCheck out our Founder and CEO Nadine’s Origins Story here: https://www.proximie.com/about-us/\nPosition Overview\nAt Proximie, we are fulfilled by our mission to share surgical knowledge and improve patient care around the world. Ensuring the delivery of high-quality service and customer support is critical in ensuring we achieve this mission and continuously enhance customer satisfaction and loyalty. We are seeking a customer support specialist based in our Beirut office to help us support our customers around the world.\nThe Customer Support Specialist will provide tier 1 and 2 end-user customer support to remedy audio/visual software and hardware related issues as well as administrative problems to remote participants who use the Proximie platform around the world. Whilst assisting customers to solve any issues they might encounter, the Customer Support Specialist will feedback key voice of the customer information to customer success, product and engineering teams and be able to see beyond their daily tasks to suggest improvements and ensure the continuous improvement of the Proximie platform.\nResponsibilities\nProvide end-user support as needed via service desk, email, telephone, video conferencing and chat to remedy audio/visual software and hardware related issues as well as administrative problems to remote participants who use the Proximie platform.\n\nIssue triage services and escalation based on the priority level to resolve or mitigate issues during live events.\n\nDocumentation of issues and tickets opened.\n\nCollaborate with customer success, product, and engineering teams to prioritize customer solutions.\n\nOwnership of SLAs with supported customers and the resolutions of issues from start to finish.\n\nProactively escalate tier 3 issues as required to relevant stakeholders and ensure effective communication both internally and externally.\n\nContribute towards updating of new or existing customer support processes as business demands grow.\n\nRequirements\nMinimum of 2+ years of tier 1+2 customer support experience triaging and solving technical software and hardware related queries.\n\nIncident/ticket queue management and monitoring experience.\n\nAbility to take complex issues and resolutions and offer digestible explanations for end users and other stakeholders.\n\nKnowledge of network protocols is essential\n\nDetail oriented with regards to end user issue documentation and resolution.\n\nFamiliarity with various monitoring tools.\n\nExperience working in cross-functional and geographically dispersed teams as well as remote teams across different time zones.\n\nFlexibility is key, with customer support sometimes required outside of normal business hours. The customer support specialist will need to be adaptable and available to provide global support as needed.\n\nDesired Skills\nFamiliarity with GDPR/HIPAA.\n\nITIL certification or equivalent.\n\nCCNA or Comptia Network is beneficial\n\nExperience with Atlassian suite: Jira, Service Desk & Confluence.\n\nOutstanding written and oral communication skills.\n\nExperience in health tech is preferred but not required.\n\nWhy Work for Proximie?\nYou will be encouraged to grow in your role, take ownership and gain responsibilities. Proximie’s values are Ownership, Deliver Results, Build Trust and Go Beyond.\n\nGenerous annual leave.\n\nTwo “well-being” days per year plus the day off for your birthday.\n\nSummer Fridays” - early office closing on Fridays during summer months.\n\nAnnual bonus programme - based on individual contribution.\n\nTo support your professional growth, all permanent employees will have access to an annual stipend of $1,000 to assist with personal development activities.\n\nFlexible working hours - we trust our people to manage their time and to focus on wider results.\n\nA flat organizational structure where every opinion matters, ideas are cultivated, and innovation is encouraged.\n\nProximie is a truly global company with teams across the UK, Europe, United States and the Middle East with that you will have opportunities to see the world.\n\nProximie is an equal opportunity employer. We are committed to providing a work environment that supports, inspires, and respects all individuals. We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under the law.","description_format":"text","description_chars":5618,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Continuous learning","Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Medical & Healthcare Robotics","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-10-15T16:31:13Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-17T06:21:15+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":77,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.857,"p_room":0.9,"age_days":12,"expected_fill_days":27,"reasons":["conf:3","velocity","win:mid","comp:junior"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/proximie-customer-support-specialist","json_url":"https://alion.io/job/proximie-customer-support-specialist.json","meta":{"generated_at":"2026-10-20T04:28:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5009,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51652},"rest":"https://alion.io/mcp/rest/get_company?id=51652"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fproximie-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fproximie-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fproximie-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/proximie-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fproximie-customer-support-specialist"}]}