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