Technical Product Support Specialist

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Requirements:

• 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
• 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

Responsibilities:

• 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.