Device Specialist Patient Support

Device Specialist II (Philadelphia)

WHAT YOU'LL DO

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

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