Device Specialist & Patient Support - Now Hiring

Job Overview: Provide support & guidance to patients across our customer base who use our software and hardware to monitor their health and wellness

Primary Responsibilities & Daily Tasks (5-10):

Job Duties

• Onboard new patients help them set up our software and hardware and provide them with an understanding of the objectives and expectations of the program
• Maintain comprehensive knowledge of our tools to diagnose software issues, engaging with our product and engineering teams to solve more complex product issues
• Monitor your queues assist with daily goals and conduct quality control to reduce errors to improve procedures.
• Recommend and work with your manager to implement policies to ensure quality, timely and efficient design of customer-oriented services.
• Auditing your queue to  ensure accuracy of information and compliance with SLAS and SOPs
• Help customers and patients navigate a variety of tools & features within our software
• Communicate thoughtful, customized solutions that help customers have a frictionless experience
• Show composure, resilience, and flexibility as customer needs evolve and case volume changes

During this project, additional expectations for the contractor are as follows:

• Always looking for ways to solve for the customer
• Enjoy building processes and being part of the establishment of new procedures
• Have a sense of agency to deliver results and suggest ways to improve and make the experience better both for your team and the customer
• Feel comfortable using Google Sheets and Excel to manage and track your work 
• Have demonstrated experience in customer service and are passionate about the customer experience
• Can autonomously troubleshoot and further investigate to fix a problem
• Adapt quickly to changing priorities and customer needs 
• Have remote experience or an ability to be self-sufficient and autonomous to meet goals in a remote setting

Soft Skills considered relevant for this role: Empathy, growth mindset, curiosity, flexibility, adaptability and excellent written and verbal communication skills, desire to solve for the customer, autonomy and self-efficacy, attention to detail.

Tools Used (training possibly required): Google suite, Calendly, Slack, Google Sheets, Ticketing systems (Zendesk, Aircall)

Required qualifications:

• 18 years or older
• Legally authorized to work in the United States