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Technical Support Specialist (Remote)

Company: Medically Home
Location: Boston
Posted on: January 16, 2022

Job Description:

Medically Home (MH) is a fast-growing, technology-enabled company that was founded to make a major, positive difference in the way medical care is delivered. MH is leading this shift by providing high-quality, real-time nursing care and services along with all the necessary tools and infrastructure to safely shift advanced, acute medical care from hospitals to the comfort of the patients home. We are deeply committed to creating superior patient and family experiences and outcomes.

Job Summary:

The Technical Support Specialist at Medically Home is a key position that will provide world-class support to our customers. The ideal candidate will quickly, competently, and cheerfully respond to any issues that our customers or colleagues bring to our attention. They will be called on to provide product training guidance, troubleshoot field hardware, or lead an investigation into an issue with our software platform. This role will require careful documentation skills, and the Technical Support and Hardware Specialist will curate knowledgebase articles as well as customer training materials. They will also act as testing and QA support to ensure our products offerings are thoroughly vetted before being released.

Another key aspect of this role will be the managing of all patient-facing hardware, including the sourcing, inventory, configuration, testing, QA, and deployment of all devices that are used to care for our patients. Attention to detail and a patient, step-by-step approach to troubleshooting are key competencies to be successful in this role.

The ideal candidate must be self-motivated, mature, and responsible with excellent organizational, verbal, and written communication skills. Strong computer skills are required. You must be able to work independently within a dynamic team environment. We are looking for creative individuals who are, first and foremost, patient centered and can thrive in a fast-paced, rapidly changing, high-profile environment.

Reports to: IT Manager

Location: Remote

Hours: Monday-Friday 4:30PM EST - 1:00AM EST

Key Duties and Responsibilities:

* Believe in and act upon a customer-first mindset and possess a can-do attitude.
* Communicate and build collegial relationships with clinical staff, multidisciplinary colleagues, patients, and clients.
* Maintain a positive, empathetic, and professional attitude toward customers at all times.
* Respond promptly to customer inquiries.
* Communicate with customers through various channels.
* Acknowledge and resolving customer complaints.
* Know our products inside and out so that you can answer any questions that come your way.
* Keep records of customer interactions, transactions, comments, and complaints.
* Provide significant support for all aspects of our patient-facing hardware, including sourcing, inventory, configuration, testing, QA, and deployment of said technology.
* Communicate and coordinate with colleagues as necessary.
* Provide feedback on the efficiency of the customer service process.
* Ensure customer satisfaction and provide professional customer support.
* Possess the ability to multitask and function in several roles including in-field implementation support, customer training, and inventory management.
* Maintain documentation, as needed, to support the unique MHG care delivery model.
* Collaborate with leadership to develop and implement new processes and systems, with the potential to train and orient new staff.
* Perform other administrative support duties as required.

Requirements and Qualifications:

* BA/BS highly preferred, 3-5 years experience in a technical customer support role ideal Healthcare experience is a plus.
* Independent problem-solving skills.
* Excellent organizational skills with attention to detail.
* High level of service deliverability including multi-tasking, ability to prioritize work and meet deadlines and adapt to a dynamic environment.
* Strong written and verbal communication skills.
* Computer literacy, including command of Microsoft word, PowerPoint and Excel and customer support ticketing systems with ability to learn new software as needed.
* Comfort and competence with a variety of patient-facing hardware components.
* Ability to demonstrate respect and professionalism for patients rights and individual needs, including demonstrated ability to maintain HIPAA compliance and other confidentiality.
* Ability to work independently and as a team player.
* Analytical skills and ability to resolve technical problems if needed.
* Excellent customer service skills, including the ability to manage and triage complex telephone calls.
* Ability to stay calm when customers are stressed or upset.
* Comfortable working with a diverse patient population and multidisciplinary team, including nursing, physicians, and service providers such as PT, OT, skilled nursing, etc.
* Experience working with Level 2/3 customer support, software QA, and testing a plus.
* Ability to maintain a positive attitude and uphold MHGs patient-centered culture.

Consistent with Medically Homes values of serving our patients, customers and team members, Medically Home has implemented a vaccine policy consistent with those commitments. Therefore all MH team members are required to be vaccinated against COVID-19 as well as seasonal influenza.

Medically Home is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. Medically Home does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable federal and/or state law.

Keywords: Medically Home, Boston , Technical Support Specialist (Remote), IT / Software / Systems , Boston, Massachusetts

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