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