Medical Device Support Specialist

We are a digital health technology company recently awarded, alongside three other vendors, a $1.032 billion contract with the U.S. Department of Veterans Affairs for Remote Patient Monitoring Home Telehealth (RPM-HT).Our platform integrates real-time digital health technologies, AI/ML, and disease management protocols to empower patients and support healthcare providers. This role supports users across their full lifecycle, from pre-boarding and onboarding through daily device use, ensuring connected medical devices and software platforms remain functional, secure, and easy to use.

To be considered for this position please click (or copy and paste) the following link: DrKumo CareersAbout DrKumo DrKumo is a leader in secure, intelligent digital health solutions for Chronic Care. We are a digital health technology company recently awarded, alongside three other vendors, a $1.032 billion contract with the U.S. Department of Veterans Affairs for Remote Patient Monitoring Home Telehealth (RPM-HT).Our platform integrates real-time digital health technologies, AI/ML, and disease management protocols to empower patients and support healthcare providers. DrKumo holds URAC Full Accreditation in Telehealth Support Services and complies with military-grade security standards, including FIPS 140-3 and NIST requirements.The Role We are seeking a remote, bilingual (English/Spanish) Customer Support Specialist to serve as the first point of contact for technical support and enrollment assistance for end-users, including U.S. Veterans.This role supports users across their full lifecycle, from pre-boarding and onboarding through daily device use, ensuring connected medical devices and software platforms remain functional, secure, and easy to use. The position requires participation in a rotating schedule aligned to Eastern Time (ET) to meet contractual coverage requirements.Required Coverage Windows (Eastern Time)Monday – Friday: 7:00 AM – 9:00 PMSaturday, Sunday & Federal Holidays: 2:00 PM – 6:00 PMMust be willing to work rotating shifts, weekends, and federal holidays aligned to ET coverageEssential Job FunctionsCustomer Support & First Touch ResolutionStaff the remote Customer Call Center to ensure appropriate coverage while consistently applying and improving First Touch Resolution (FTR) practicesProvide front-line troubleshooting support for DrKumo's ecosystem, including connected medical devices, cellular connectivity, and software platformsDiagnose and resolve device connectivity issues, pairing errors, and software navigation problemsGuide users through proper device setup and usage to ensure accurate data transmissionHelp Desk Operations & DocumentationRecord, track, and document all support interactions accurately in the ticketing system, including bilingual support notesKeep users informed of the status of unresolved issues through timely updates and follow-upsEscalate unresolved technical or clinical issues to Engineering or Care Management teams in accordance with defined escalation protocolsConduct inbound and outbound calls, including welcome calls for newly enrolled usersOnboarding, Training & Knowledge ManagementPerform remote virtual walkthroughs to support pre-boarding and onboardingAssist clinical staff with provider portal navigation and end-users with in-home device setupTranslate complex technical processes into clear, step-by-step instructions for non-technical usersMaintain and improve technical knowledge of DrKumo hardware and software solutions over timeCollaboration, Compliance & QualityDevelop and maintain strong working relationships with Patient Services, Engineering, Development, and other internal teamsWork in accordance with Quality System requirements and all Corporate and Departmental policies and proceduresDemonstrate knowledge of applicable laws, regulations, and policies, including patient privacy and data security protectionsAdhere to rotating schedules to ensure coverage during required contract hoursQualifications5+ years of call center experience supporting telehealth and remote patient populations, preferred.Bilingual proficiency in English and Spanish (verbal and written)Experience supporting SaaS platforms and connected hardware devicesPrior inbound and outbound technical support experienceStrong technical documentation and written communication skillsComfortable conducting remote walkthroughs and user training sessionsExperience in healthcare, telehealth, or other regulated environmentsFamiliarity with call center operations, ticketing systems, and escalation workflowsJob Type: Full-time, Direct HirePay: $24-26 per hourHours: Mon-Fri with rotating weekends and holidays, 40 hours per week DrKumo is an Equal Opportunity Employer. To be considered for this position please click (or copy and paste) the following link: DrKumo Careers