Remote Technical Support Agent

Clinical United States


Description

Primary Responsibilities:

  • Handle inbound and outbound calls, emails, SMS messages, and live chats with clinical teams and healthcare providers as they relate to our products
  • Troubleshoot hardware and software issues over the phone with patients and in real time via live chat with internal teams 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
  • Beta 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 Technical Support management team

 

Qualifications:

  • 2+ years customer service or customer facing experience
  • 3+ years experience troubleshooting networked devices and navigating complex workflows in real time
  • Experience providing technical support over the phone or via email with elderly patients
  • Must be patient, kind, empathetic, and able to create and deliver a great customer experience
  • Must possess strong verbal and written communication skills
  • Have a general understanding of a SaaS environment, including some experience (not necessarily expertise) with several of the following technologies: networking, internet communication protocols, Android remote device management (MDM services), and single sign-on tools
  • Must have excellent troubleshooting skills, be able to triage technical issues, getting to the root of the problem in a timely matter and document issue(s)
  • Ability to stay organized and detail oriented while multitasking
  • Experience working within FDA regulations (complaints, CAPA, non-conformance, etc)
  • Experience working within and understanding the protocols of working in a HIPAA compliant environment
  • 1+ years working remotely
  • 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, 401K and up to 13 PTO days off plus 10 paid holidays for our Technical 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.

Vaccination Policy: Spire Health has a vaccine policy in place and all employees are required to demonstrate that they have been vaccinated against COVID-19 and are up to date with any boosters per CDC guidelines or have a company-approved accommodation to the vaccine policy. Candidates may request a religious or medical exemption to the company’s vaccine policy, which will be promptly evaluated by the company.