Support Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $52k - $56k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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RPM Healthcare

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

RPM Healthcare is a healthcare company specializing in remote patient monitoring, care coaching, and chronic care management. They offer solutions designed to improve patient outcomes, enhance satisfaction, and increase revenue for healthcare organizations. RPM Healthcare provides customized workflows, patient enrollment, monitoring services, and device logistics, among other services. They cater to various healthcare entities, including integrated health systems, individual and group practices, and ACOs. With decades of experience and a customer-first approach, RPM Healthcare supports patients and providers with a simple, intuitive platform and proven results.

📋 Description

• 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

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