Device Specialist

2 weeks ago


Philadelphia, Pennsylvania, United States Impilo Full time

Job Overview: Provide support & guidance to patients across our customer base who use our software and hardware to monitor their health and wellness

Primary Responsibilities & Daily Tasks (5-10):

Job Duties

  • Onboard new patients help them set up our software and hardware and provide them with an understanding of the objectives and expectations of the program
  • Maintain comprehensive knowledge of our tools to diagnose software issues, engaging with our product and engineering teams to solve more complex product issues
  • Monitor your queues assist with daily goals and conduct quality control to reduce errors to improve procedures.
  • Recommend and work with your manager to implement policies to ensure quality, timely and efficient design of customer-oriented services.
  • Auditing your queue to ensure accuracy of information and compliance with SLAS and SOPs
  • Help customers and patients navigate a variety of tools & features within our software
  • Communicate thoughtful, customized solutions that help customers have a frictionless experience
  • Show composure, resilience, and flexibility as customer needs evolve and case volume changes

During this project, additional expectations for the contractor are as follows:

  • Always looking for ways to solve for the customer
  • Enjoy building processes and being part of the establishment of new procedures
  • Have a sense of agency to deliver results and suggest ways to improve and make the experience better both for your team and the customer
  • Feel comfortable using Google Sheets and Excel to manage and track your work
  • Have demonstrated experience in customer service and are passionate about the customer experience
  • Can autonomously troubleshoot and further investigate to fix a problem
  • Adapt quickly to changing priorities and customer needs
  • Have remote experience or an ability to be self-sufficient and autonomous to meet goals in a remote setting

Soft Skills considered relevant for this role: Empathy, growth mindset, curiosity, flexibility, adaptability and excellent written and verbal communication skills, desire to solve for the customer, autonomy and self-efficacy, attention to detail.

Tools Used (training possibly required): Google suite, Calendly, Slack, Google Sheets, Ticketing systems (Zendesk, Aircall)

Required qualifications:
  • 18 years or older
  • Legally authorized to work in the United States


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