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