Customer Support Technician

Title: Customer Support Technician I

Location: Houston, TX 77070

Duration: 06 Months (Temp to Perm)

Shift: 10:30 am – 7:00 pm

Pay Rate: $19.75/hr on W2 All Inclusive

Job Description:

The client is growing a team of passionate people who are dedicated to making a difference in advancing patient care in the cardiac monitoring space. It is our aim to create a positive culture among the Tech Support team and across the organization as we continue to enhance Client’s cardiac monitoring offering. Currently, we are looking for Level I Tech Support Specialist to join our team in Houston, TX who is passionate about digital health and helping cardiac patients via our innovative remote-monitoring body sensor technologies. The right individual will join a dynamic and fast-paced environment and will work with cross-functional teams to support Client’s innovative cardiac monitoring products, to develop and implement new products and services, and to drive market adoption of Client’s offering through Client as the new standard of care in cardiac monitoring.

The Tech Support team, a subset of the Customer Experience organization, is responsible for the administration and support of client portal, ClientT portal, and other hardware and software products. This role is expected to perform all of the functions of our Level I team members, including software administration and other duties as assigned by CX management. These tasks include but are not limited to the maintenance of company business related to account set ups, troubleshooting, device processing, and customer service, including the addressing of all inbound calls and e-mails with the intent of prioritizing, resolving, or redirecting inquiries to ensure the satisfaction of Client’s customers.

Applicants should be advised that the scheduling for this full-time role, subject to change, is expected to include rotating weekend coverage in coordination with Tech Support team members.

This role will report to the Tech Support Manager at our office in Houston, TX.

Duties and Responsibilities:

• Performing and maintaining knowledge on technical support for Client products and services (Level 1).

• Answering Tech Support and CX Team calls and emails promptly and managing them efficiently.

• Troubleshooting software and hardware systems with a focus on patient care.

• Listening carefully to understand the voice and needs of multiple customer profiles and communicating the customer’s point of view to increase the entire organization’s customer focus.

• Documenting all customer calls or correspondences in company systems as appropriate and following documented procedures for all activities related to the Client Quality System.

Minimum Qualifications/Education for this role:

• Excellent verbal and written communication skills.

• Ability to develop productive relationships with customers and colleagues.

• Excellent computer skills including a working knowledge of:

o MS Office suite

o PowerBI or related data storage and analytics platforms

o Client or related platforms

o IT Ticket management systems (e.g. ZenDesk, Service Now, etc.)

o Basic networking and network security

• Patience, professionalism, and excellent phone etiquette.

• Medical industry experience required.

• Knowledge of basic medical terminology required.

• Medical device experience preferred.

• Experience working in technical support or software administration or IT helpdesk departments.

• High School diploma required.

• Bilingual (Spanish and English) is a plus.