Healthcare Technical Support
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Job Description
Technical Support Specialist assisting older adults, guiding tablet usage and resolving tech issues. Collaborating with clinical team to ensure seamless virtual appointments.
Responsibilities:
- Maintain a reliable, high-speed internet connection
- Handle Tech Support requests filed by clinicians or patients from end to end
- Manage and organize various project tools (e.g., GitLab, AzureDevOps, spreadsheets, bug trackers, documents)
- Conduct Tech Calls for non-tech-savvy patients (mainly older adults) in the USA
- Guide patients through Android tablet usage and confirm settings through Samsung Knox
- Work with RPM devices to ensure they are connected and transmitting accurate data
- Collaborate with Engineering Team and Program Managers to escalate and resolve issues
- Assist clinicians and company support staff with technical issues
- Run queries and check analytics using Azure’s CosmosDB or Device Analytics
- Become extremely familiar with our proprietary app, tablets, RPM devices, and backend systems.
- Support clinical team with equipment setup and checking applied security policies
- Present and take notes on Technical meetings, specifically on issues encountered and plans to resolve them.
Requirements:
- Prior experience in a customer support role, such as Technical Support Specialist or Support Engineer
- Expertise in Android Tablets, Samsung Knox Suite, and Knox Manage
- Proficiency in managing Zoom Meetings and Zoom Phone
- Familiarity with medical devices (e.g., Blood Pressure monitor, Pulse Oximeter)
- Knowledge of Athenahealth preferred
- Experience using issue tracking software and remote support tools (e.g., Gitlab, Azure DevOps) is a plus
- Understanding of technology systems, particularly Google Workspace
- Positive, enthusiastic attitude and excellent English language skills (C2 level)
- Skilled in technical debugging techniques (e.g., analyzing metrics and logs on Azure)
- Strong written and verbal communication, problem-solving skills, and detail-oriented
- Ability to manage multiple priorities effectively
- Healthcare setting experience advantageous.
Benefits:
- Flexible PTO
- HMO coverage.
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