Customer Support Specialist/ Remote Care Technician I

Customer Support Specialist/Remote Care Technician I

Location: 6101 Stoneridge Drive, Pleasanton, CA 94588

Duration: 12 Months

Work Arrangement: 100% Onsite

Pay Range: $27 - $30 per hour (W2)

Position Overview

We are seeking a Technician I, Remote Care to join the Remote Care Technical Support team. This role supports patients by handling inbound and outbound calls, troubleshooting equipment-related issues, processing replacement equipment orders, and accurately documenting all interactions.

This is a fast-paced, customer-focused position that requires strong communication skills, attention to detail, technical aptitude, and the ability to multitask effectively while supporting patients. Full training and phone mentoring will be provided.

Key Responsibilities

• Handle inbound and outbound patient support calls.
• Troubleshoot equipment and technical issues over the phone.
• Process replacement equipment orders.
• Accurately document calls and enter data into internal systems.
• Protect and handle patient information in accordance with company policies and procedures.
• Provide excellent customer service while assisting patients with questions and concerns.
• Navigate multiple systems while maintaining accurate documentation.
• Collaborate with clinical, IT, field, and support teams to resolve issues.
• Follow established processes and maintain productivity in a high-volume call environment.

Required Qualifications

• High School Diploma or equivalent
• Strong computer and data entry skills
• Excellent customer service and communication skills
• Ability to multitask and work efficiently under pressure
• Technical troubleshooting aptitude
• Ability to work in a fast-paced call center environment

Preferred Qualifications

• Bachelor's Degree preferred
• Associate Degree with 35 years of related experience considered
• 12 years of customer support, technical support, operational support, or medical-related experience
• Medical or healthcare industry experience preferred
• Bilingual (Spanish) preferred but not required