Technical Product Support Specialist

Posted about 1 month agoViewed

💎 Seniority level: Middle, 3-5 years

📍 Location: Philippines, Pacific/Eastern hours

🔍 Industry: Healthcare

🗣️ Languages: English

⏳ Experience: 3-5 years

🪄 Skills: SQLAndroidAzureREST APICustomer serviceTroubleshootingJSONTechnical supportData analyticsCustomer supportEnglish communication

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

Handle Tech Support requests filed by clinicians or patients from end to end
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.