Device Specialist II (remote)

Impilo

Device Specialist II (remote)

Phoenix, AZ
Full Time
Paid
  • Responsibilities

    Device Specialist II (remote - must be based in United States)

    Hourly rate: Starts at $18

    WHAT YOU'LL DO

    • Work remotely as part of our Center of Excellence Support Team, partnering with our customers and effectively resolving issues through phone (primary channel) and email

    • Tend to your assigned shift, 8 am - 5 pm (Eastern Standard Time)

    • Onboard new patients, help them set up our software and Remote Patient Monitoring devices, and provide them with an understanding of the objectives and expectations of the program

    • Provide support & guidance to patients across our customer base who use our software and devices to monitor their health and wellness

    • Maintain comprehensive knowledge of our tools to diagnose software issues, engaging with our product and engineering teams to solve more complex product issues

    • Collaborate with account managers or sales teams to identify opportunities for existing customers to use more services

    • 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

    ABOUT YOU

    • You must be located In the United States for this role.

    • You have experience in technical support and/or customer education

    • You are always looking for customer-centric solutions

    • Empathetic listener communicates verbally and in writing with attention to detail

    • 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

    • Experience with Salesforce and Five9 is a plus

    • Fluent in Spanish or other languages is a plus