Technical Support Agent

Technical Support Agent

Wellinks is the COPD disease management company committed to empowering people to live fully and breathe freely by improving outcomes for those we serve. We are creating a future where COPD care is designed and delivered around the individual and supported by a team striving to help them live a healthier, more fulfilling life. Our partners choose Wellinks to deliver a tailored and personalized healthcare experience for their members, resulting in improved outcomes at lower costs.

Wellinks is a high-growth company that is rich with mission-driven talent, guided by passionate healthcare leaders, and backed by world class investors. We are headquartered in New Haven Connecticut, conveniently between Boston and New York, and have team members across the US.

Position Description :

The Technical Support Agent helps support a growing pool of Customers and Patients who utilize our remote patient monitoring service as well as internal teams who support this monitoring service, and our external partners conducting research studies and clinical trials. Our agents work across several platforms in a fast-paced start-up environment.

Essential Duties and Responsibilities:

• Handle inbound and outbound calls, emails, SMS, and chats
• Troubleshoot devices, accounts, apps, and online dashboard issues using a variety of platforms and tools
• Thoroughly document and report all patient complaints, inquiries, and interactions
• Place orders, process returns, and track the status of all inventory sent to users
• Test, debug, and provide feedback on our apps and products via an internal beta team
• Manage a variety of assigned projects related to remote patient monitoring, clinical trials, product refinement, bug reporting, patient and employee onboarding, and others as needed

Key Competencies:

• Excellent telephone communication skills
• Proficient at problem solving and decision making
• Ability to work independently and collaboratively in a fast-paced environment
• Strong attention to detail
• Excellent Communication skills - verbal and written
• Ability to collect, manage and analyze data
• Works efficiently in a remote environment
• A team player with a willingness to help others succeed

Qualifications:

• 1+ years as a customer service agent or a technical support agent
• Familiarity with and troubleshooting mobile platforms running Android OS
• Must be able to work shifts ranging from (7am-4pm, 8am-5pm, or 9am-6pm, 11am-8pm) EST.