Support Specialist
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Support Specialist managing Zendesk tickets, device troubleshooting, and patient assistance. Supporting RPM Healthcare’s innovative remote care and patient-outcome programs.
Responsibilities:
- Review and route external support requests to the appropriate RPM staff member
- Provide staff with relevant context, troubleshooting guidance, or recommended next steps
- Manage internal support requests and assist staff with device troubleshooting
- Escalate unresolved issues to the appropriate RPM staff member or device vendor
- Coordinate additional vendor support and potential device replacements
- Provide direct support to patients when needed, including Bluetooth setup, connectivity troubleshooting, and app navigation on iOS and Android devices
- Process device returns and provide return instructions
- Process accessory orders
- Locate and interpret package-tracking information
- Maintain accurate ticket notes, assignments, statuses, and resolution details in Zendesk
- Maintain training materials, documentation, and troubleshooting guides
Requirements:
- Experience in customer support, technical support, healthcare operations, or a related field
- Strong technical aptitude and ability to learn new devices, applications, and support processes
- Excellent attention to detail, organization, and follow-through
- Curiosity and a practical approach to problem-solving
- Clear and professional written and verbal communication skills
- Ability to explain technical information to people with different levels of technical experience
- Ability to manage multiple requests and determine when an issue should be routed or escalated
- Comfort communicating with patients, internal staff, and external vendors
- Ability to handle confidential information appropriately
- Proficiency with Microsoft Excel, including data entry, filtering, sorting, reporting, and basic data analysis
- Experience using Zendesk or a similar ticket-management system
- Experience supporting connected health devices, medical devices, consumer electronics, or mobile applications
- Experience working in healthcare technology, digital health, or remote patient monitoring
- Experience with device troubleshooting, product returns, accessory orders, or package tracking
- Familiarity with HIPAA and the appropriate handling of protected health information
Benefits:
- PTO
- Sick leave
- Holidays
- Health insurance
- 401(k)
- Paid remote training
- Opportunities for advancement within the company
Similar Jobs
Customer Service, Booking Specialist
Remote booking specialist handling customer calls and appointments for Monkey Wrench Plumbing, Heating, Air & Electric. Supporting Los Angeles home services customers through inbound and outbound communication.
Customer Support Specialist
Home-based customer support specialist serving U.S. healthcare and employee benefits clients. Handling member inquiries, benefit education, claims support, and CRM documentation.
Customer Service Representative
Remote customer service representative handling patient physician-billing inquiries for Conifer Health. Managing call volume, resolving billing issues, and supporting healthcare clients.
Customer Service Representative
Remote customer service representative handling patient billing inquiries and high-volume calls for Conifer Health. Supporting healthcare clients while maintaining HIPAA compliance and patient confidentiality.
Customer Support Consultant, Fluent English, French
Customer Support Consultant providing French- and English-language support for SupportYourApp’s global technology clients. Resolving customer issues through email, chat, and phone in a fully remote role.
Application Support Specialist
Application Support Specialist supporting Velixo’s Excel-native ERP reporting product for Acumatica and Sage Intacct. Troubleshooting integrations and AI assistants for finance teams.
Customer Support Manager
Customer Support Manager leading AECOM’s CTrides transportation support center. Improving customer service quality, staffing, training, QA, and automated support operations.
NetSuite Finance & Customer Support Specialist
NetSuite specialist managing financial records, reports, and discrepancies for a US-based client. Handling incoming and outgoing customer calls and follow-ups.
Customer Service Representative II
Customer service representative supporting AECOM’s CTrides transportation program. Answering customer inquiries, resolving issues, and documenting contacts across phone, email, chat, and web.
Working Student – Customer Support
Werkstudent im Customer Support bei CUBE Bikes, deutschem E-Bike-, Mountainbike- und Rennradhersteller. Bearbeitung und Dokumentation von Kundenanfragen sowie Ticketüberwachung.
HIL Support Specialist
Remote HIL Support Specialist serving customers and partners for a technology-driven home-equity credit card company. Handling welcome calls, account support, investigations, and operational escalations.
Part-Time Customer Experience Associate
Part-time Customer Experience Associate supporting Origin’s AI-native wealth management platform. Handling member and planner inquiries across email, chat, and phone.
Central Support Specialist
Central Support Specialist coordinating inquiries, records, and cross-functional requests for Medsien’s remote care management healthcare SaaS platform.
Customer Support Consultant, English C1
Remote Customer Support Consultant handling chat and email inquiries for a cloud file-sharing platform. Resolving billing, account, login, and product issues for SupportYourApp.
Client Support Specialist
Client Support Specialist executing outfitting, taxonomy, and image-editing tasks for Stylitics’ retail AI platform. Supporting enterprise retailer accounts alongside Client Success and operations teams.
Customer Service Representative
Customer Service Representative handling merchant, program, and cardholder inquiries for global fintech EML Payments. Resolving payment-service issues through inbound and outbound customer support.
Customer Care Specialist – P&C Licensed
Customer Care Specialist supporting policyholders with commercial insurance servicing, billing, and claims inquiries. Delivering remote, customer-focused support that improves retention and first-contact resolution.
Customer Service Supervisor
Customer Service Supervisor leading virtual Patient Care Advocate teams for The Cigna Group’s healthcare services. Coaching staff, monitoring performance, and improving member and client experience.
Asesor de Atención al Cliente
Asesor de atención al cliente remoto para Konecta, empresa peruana de Contact Center y experiencias. Atención a clientes de una nueva compañía telefónica en turno mañana.
Asesor de Atención al Cliente, Full Time Tarde
Asesor remoto de atención al cliente para una compañía telefónica peruana. Gestión de consultas y negociación desde Lima, Chiclayo o Piura, en turno mañana.