Device Specialist II (Phoenix)

Hourly rate: Starts at $18

Type: Full Time (40 Hrs + overtime if needed)

WHAT YOU’LL DO

• Work on-site at our new Phoenix location 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 (Arizona 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 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

ABOUT Impilo

Impilo is the infrastructure for sending digital health kits into the home. Our platform acts as plug in and play tool to enable the use of remote monitoring devices, supplies, and other sensors in order to augment virtual and home care. We provide both a tech enabled service and API platform that can embed within provider workflows and allow providers to easily operationalize the use of devices, sensors, and supplies without the overhead or maintenance (purchasing, logistics, warehousing, fulfillment, and integration of digital health devices)