Core Support Agent

Technical Support United States


Description

We are looking for an experienced Core Support Agent who can
support a growing pool of doctors and patients who utilize our remote
patient monitoring service, our internal teams who support this
monitoring service, and our partners conducting research studies and
clinical trials. Our agents will work across several platforms in an
extremely fast-paced start-up environment. Must be able to work shifts
ranging from 7-4, 8-5 PST.

Responsibilities:
Handle inbound and outbound calls, emails, SMS, and
chats for patients, healthcare providers, 3rd party vendors,
and internal employees as they relate to our products and
processes
Troubleshoot device, account, app, and dashboard issues
using a variety of platforms and tools
Thoroughly document and report all patient complaints,
inquiries, and interactions
Place orders, process returns, and track the status of all
inventory sent to users
Monitor and update user facing knowledge bases
Test, debug, and provide feedback on our apps and
products
Manage a variety of projects related to remote patient
monitoring, clinical trials, product refinement, bug reporting,
patient and employee onboarding, and others as needed
Assist with the onboarding and training of new agents
when hired
Support research studies per the specified IRB standards
for each study
Any/all additional tasks defined by the CS management
team

Qualifications:
2+ years customer service or customer facing experience
1+ years experience troubleshooting devices and
navigating complex workflows in real time
1+ years experience with a ticketing system or EHR
Patient, kind, empathetic, and able to create and deliver a
great customer experience
Ability to pivot and quickly learn new platforms and
processes
Ability to stay organized and detail oriented while
multitasking
Ability to use keyboard shortcuts [Preferred]
Experience working within FDA regulations (complaints,
CAPA, non-conformance, etc)
Experience working within and understanding the protocols
of working in a HIPAA compliant environment
Experience providing technical support over the phone or
via email with elderly patients
Bilingual, needs to read and speak Spanish
Open to working a Saturday shift
Why join Spire Health?

On top of an innovative work atmosphere and a chance to help patients
struggling with chronic disease, we offer competitive pay and an
extensive benefits package for all full-time employees (including 99%
coverage of medical, dental, vision and 401(k)) and up to 12 days off
plus 12 paid holidays for our Core Support Agents. In addition, work
with a fun, close-knit team and have significant opportunities to grow
and truly make an impact on the healthcare system.