Call Center IT Support Technician

We are seeking an Associate Support Technician to provide technical support for customer inquiries related to assigned products. This role is responsible for delivering outstanding customer service by troubleshooting technical issues, documenting customer interactions, and ensuring compliance with company policies and regulatory requirements. The ideal candidate possesses strong communication, problem-solving, and customer support skills while maintaining professionalism when handling confidential patient information., * Provide technical support and resolve customer inquiries related to assigned products using strong customer service and troubleshooting skills.

• Accurately document all customer interactions and maintain data integrity within applicable systems.
• Handle confidential patient and health information in compliance with company policies, HIPAA, and other regulatory requirements.
• Maintain current knowledge of assigned products and troubleshooting techniques to provide effective technical support.
• Build and maintain strong working relationships with customers, management, and internal teams through proper interpretation and application of company policies and procedures.
• Develop a thorough understanding of assigned products and their functionality.
• Participate in cross-functional and cross-divisional team meetings as required.
• Assist with departmental and organizational projects as assigned.
• Perform other duties as assigned.

Note: Additional responsibilities may be assigned depending on department or location requirements., Physical Requirements

• Must be available for participation in a rotating 24-hour call coverage schedule.
• Must be available to work overtime as needed.
• Ability to occasionally lift and/or move up to 40 pounds.
• Travel may be required.

Training & Onboarding

Initial Training Schedule

• Monday - Friday
• 8:00 AM - 4:30 PM EST (schedule may vary based on business needs)

Training Includes

• Employee onboarding
• Home equipment setup
• Platform training
• CRM case management
• Phone system training
• Shipping and logistics processes

Post-Training Schedule

After successfully completing training, employees will begin supporting the technical support queue.

Potential work schedules include:

• 9:00 AM - 5:30 PM EST
• 10:00 AM - 6:30 PM EST
• 11:00 AM - 7:30 PM EST
• 12:00 PM - 8:30 PM EST

Schedules are assigned based on business needs.

Employees will continue working in the support queue while management evaluates performance and overall fit for the technical support team.

• No high school diploma, * High School Diploma or GED required, or equivalent experience., * 2-4 years of experience as a Technician or in a related technical support role.
• Experience in a customer service, call center, or clinical environment is required.
• Dialysis equipment experience is preferred.
• Spanish language fluency is preferred., * Strong technical troubleshooting and problem-solving abilities.
• Excellent customer service skills with the ability to handle confidential information professionally and discreetly.
• Strong logical and critical thinking skills.
• Excellent verbal and written communication skills.
• Proficiency with:
• Microsoft Word
• Microsoft Excel
• Database applications
• Email applications
• CRM systems (Salesforce experience is a plus)
• Ability to communicate effectively with customers and all levels of management.
• Ability to quickly learn and support new technologies and products.

$23 - $26 an hour - Full-time, Contract, * 6-month contract with the potential for extension and possible conversion to a permanent position based on performance.

• Must be authorized to work in the United States.
• This position requires handling confidential information and adherence to all applicable privacy and compliance regulations.
• The employer maintains a drug-free workplace and is an Equal Opportunity Employer.

Pay: $23.00 - $26.00 per hour