Device Specialist Patient Support

5 days ago

Philadelphia, PA, United States Impilo Full time

Device Specialist II (Philadelphia)

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WHAT YOU'LL DO

  • Work on-site as part of our Center of Excellence Support Team, partnering with our customers and effectively resolving issues through phone (primary channel) and email

  • Onboard new patients, help them set up our software and Remote Patient Monitoring devices, and provide them with an understanding of the objectives and expectations of the program

  • Provide support & guidance to patients across our customer base who use our software and devices to monitor their health and wellness

  • Maintain comprehensive knowledge of our tools to diagnose software issues, engaging with our product and engineering teams to solve more complex product issues

  • Collaborate with account managers or sales teams to identify opportunities for existing customers to use more services

  • 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

ABOUT YOU

  • You have experience in technical support and/or customer education

  • You are always looking for customer-centric solutions

  • Empathetic listener communicates verbally and in writing with attention to detail

  • 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

  • Experience with Salesforce and Five9 is a plus

  • Fluent in Spanish or other languages is a plus

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