Regional Technical Support Representative

Never Alone Telehealth

WHO ARE WE? Never Alone. Where high-touch personal care and innovative technology intersect to create an integrated ecosystem of resources and support for a multitude of continued care needs and historical health inequities.

A powerful, yet scalable solution, Never Alone increases connectivity and medical efficiencies, while simultaneously creating greater access to care for those who have chronic health conditions, or have historically been underserved due to geography.

Job Summary: The Regional Technical Support Representative will be tasked with the management of all support services within the Never Alone ecosystem within a distinct geographic region of the US. This role will provide support for the full customer life cycle experience. This includes rollout and implementation execution, proactive monitoring of technical issues and resolution documentation, as well as providing regular feedback to Product Teams for product roadmap considerations.

Duties/Responsibilities:

• Serve as the main point of contact within a cross-functional team for customers and end users within a geographical region.
• Represent the voice of the customer to product and support teams.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Provide daily support to users of mobile and desktop systems including empathetic listening, answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Actively plan and participate in new customer onboarding and implementation.
• Trains and re-trains users to increase best practices and adoption of Never Alone mobile and desktop platforms.
• Collaborate with product team to develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software.
• Partner with the 24/7 Never Alone Customer Service Team to develop and maintain proper FAQs and troubleshooting diagrams for Tier 1 support.
• Create and implement support processes and procedures in collaboration with product and service desk.
• Maintain detailed records of daily support interactions with customers, end users, installation activities, reported technical issues, and completed solutions along with any further actions required of management.
• Participates in testing new functionality and/or software upgrades.
• Handles protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act (HIPAA).
• Performs other duties as assigned.

Qualifications:

• Bachelors Degree in related field or equivalent work experience
• Strong communication skills and ability to maintain professionalism in all circumstances
• Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
• Working knowledge of PC and Mac operating systems and Microsoft Office Applications
• Understanding of HIPAA requirements and regulations
• Technical Support experience Preferred
• Healthcare SaaS experience is preferred
• Demonstrated ability to understand business processes and set process direction
• Demonstrated problem solving ability that drives operational excellence
• Some regional travel required

Our company offers competitive market salaries, PTO, an outstanding, robust benefits package, and a great team!

Qualified candidates, apply now for a chance to join the team at Never Alone!