Health Customer Support Associate

As the Customer Support Associate you will solve problems for clients and their patients, and provide exceptional customer service and support in real time. You will staff our technical support desk, responding to calls, emails, and instant messages from clients and their patients. You will be a Current Health expert, and compassionately help individuals solve their problems. You will also be a Current Health ambassador, reaching out to make sure that our clients and their patients are successfully using our product and services to improve their health and wellbeing.
It's critical that you are results-driven, product-savvy and can quickly learn how to use new tools. We are looking for someone who has a burning desire to meet challenges head-on and succeed. If this sounds like you, then we want to get to know you.
Given the staffing of the team, some flexibility and a willingness to work occasional holidays is essential.
What you’ll do

• Respond to technical support questions that arrive by phone, email, and IM, solving the problems of clients and their patients based on deep knowledge of our products and services.
• Support the logistics team, making sure that products get to patients that need them, reusable medical devices are retrieved and recycled, and any issues with missing or non-working parts are resolved.
• Reach out to patients to make sure their experience is excellent and any problems they are having are resolved. This may involve interfacing with their clinician or the Current Health clinical staff.
• Collect and organize information gained during these interactions with our clients and their patients and help the Current Health product team turn these observations into useful insights and better products.
• Be a subject matter expert on Current Health’s product offerings helping clients optimally utilize our technology as they go live (including training end users)
• Support the Implementation Team by providing tactical response and strategic solutions to use cases and translating these into actionable steps for clients
• Support clients in onboarding of users to the Learning Management System and granting user access to the Current Health system
• Coach and support patients in the initial setup of the Current Health Kit. Responding to any patient inquiries and troubleshooting as necessary.
• Provide support in Root Cause Analysis and Lessons Learnt to prevent future issues
• Serve as the client support representative during the implementation and post go-live phases to drive optimization for clients

Basic qualifications

• Minimum 1 year of customer service experience

Preferred qualifications

• Experience working for a medical device, health IT, or digital health company a plus

What’s in it for you
We’re committed to helping our people thrive at work and at home. We offer generous benefits that address your total well-being and provide support as you need it, especially key moments in your life.
Our benefits include:

• Competitive pay
• Generous employee discount
• Physical and mental well-being support

About us
Best Buy Health aims to enrich lives through technology and meaningful connections. We do that by focusing on consumer health products that help people live healthier lives, device-based emergency response services for the active aging population and virtual care offerings that help connect patients to physicians.
As an Affirmative Action employer Best Buy Health is dedicated to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or applicant. Best Buy Health is committed to equal employment opportunity for all applicants and employees, without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other protected characteristic under applicable law. Learn more about our Affirmative Action Policy Statement HERE
Reasonable Accommodation
Best Buy Health will make reasonable accommodations for employees and applicants for their religious beliefs and practices, mental or physical disabilities, and pregnancy, childbirth, and related conditions. If you need a reasonable accommodation in the application process; to access job postings, to apply for a job, for a job interview, for pre-employment testing, or with the onboarding process, please contact Talent Acquisition at talent.acquisition@bestbuy.com.
Learn more about: Online “Know Your Rights” Posting, Pay Transparency Nondiscrimination Provision and Employee Rights – Executive Order 13496 HERE