We are a startup company focused on delivering virtual care to patients in the United States. We are looking for rockstar PH-based Technical Product Support Specialist.
The Job at a Glance
As a Technical Product Support Specialist, you will provide exceptional technical support to patients, primarily older adults in the USA, for our products and services. This involves guiding them through using their Android tablet, verifying data through Samsung Knox and Azure, and assisting with Zoom appointments. You will also support our clinical team, helping them with Athenahealth and general technical issues. Collaboration with the Engineering Team is essential for escalating and resolving issues using GitLab and Azure DevOps. The ideal candidate should be comfortable with ambiguity, possess excellent problem-solving, communication, and organizational skills, and be available on-call for urgent situations affecting patient care.
A Technical Product Support Specialist is expected to:
– Maintain a reliable, high-speed internet connection
– Handle Tech Support requests filed by clinicians or patients from end to end
– Manage and organize various project tools (e.g., GitLab, AzureDevOps, spreadsheets, bug trackers, documents)
– 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.
Qualifications and Experience
– 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
– Healthcare setting experience advantageous
Type of Role
– Full-time: 40 hours a week, with benefits.
– Level: Mid-Career, 3-5 years relevant work experience
– Location: Remote (Able to work Eastern hours)
FOR YOUR APPLICATION TO BE CONSIDERED, provide an answer to the screening test below:
Describe a complex technical issue you personally resolved in your previous role that showcases your problem-solving skills and process. Provide the steps you took and the outcome.
Send the completed screening test to along with your CV.
APPLY FOR THIS JOB:
Name: Thea Ner
Email: