The Role
Manage internal and external support requests in Zendesk, route and escalate issues, troubleshoot connected health devices and mobile applications, assist patients and staff, coordinate vendor support and device replacements, process returns and accessory orders, track packages, and maintain accurate ticket records, documentation, and troubleshooting guides.
Summary Generated by Built In
RPM Healthcare is seeking a curious, tech-savvy, and detail-oriented Support Specialist to manage internal and external support requests, primarily using Zendesk.
This position routes external requests to the appropriate staff member, assists with device troubleshooting, escalates unresolved issues, and follows requests through resolution. The role also includes occasional direct patient support, device returns, accessory orders, and package tracking.
Key Responsibilities
RPM Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
This position routes external requests to the appropriate staff member, assists with device troubleshooting, escalates unresolved issues, and follows requests through resolution. The role also includes occasional direct patient support, device returns, accessory orders, and package tracking.
Key Responsibilities
- Review and route external support requests to the appropriate RPM staff member.
- Provide staff with relevant context, troubleshooting guidance, or recommended next steps.
- Manage internal support requests and assist staff with device troubleshooting.
- Escalate unresolved issues to the appropriate RPM staff member or device vendor.
- Coordinate additional vendor support and potential device replacements.
- Provide direct support to patients when needed, including Bluetooth setup, connectivity troubleshooting, and app navigation on iOS and Android devices.
- Process device returns and provide return instructions.
- Process accessory orders.
- Locate and interpret package-tracking information.
- Maintain accurate ticket notes, assignments, statuses, and resolution details in Zendesk.
- Maintain training materials, documentation, and troubleshooting guides.
- Experience in customer support, technical support, healthcare operations, or a related field.
- Strong technical aptitude and ability to learn new devices, applications, and support processes.
- Excellent attention to detail, organization, and follow-through.
- Curiosity and a practical approach to problem-solving.
- Clear and professional written and verbal communication skills.
- Ability to explain technical information to people with different levels of technical experience.
- Ability to manage multiple requests and determine when an issue should be routed or escalated.
- Comfort communicating with patients, internal staff, and external vendors.
- Ability to handle confidential information appropriately.
- Proficiency with Microsoft Excel, including data entry, filtering, sorting, reporting, and basic data analysis.
- Experience using Zendesk or a similar ticket-management system.
- Experience supporting connected health devices, medical devices, consumer electronics, or mobile applications.
- Experience working in healthcare technology, digital health, or remote patient monitoring.
- Experience with device troubleshooting, product returns, accessory orders, or package tracking.
- Familiarity with HIPAA and the appropriate handling of protected health information.
- Salary: $52,000– $56,000 (DOE)
- Schedule: Monday – Friday, 8:00 AM – 5:00 PM ET (Remote)
- Benefits: PTO, sick leave, holidays, health insurance, 401(k)
- Training: Paid remote training provided
- Growth: Opportunities for advancement within the company
RPM Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Skills Required
- Experience in customer support, technical support, healthcare operations, or a related field.
- Strong technical aptitude and ability to learn new devices, applications, and support processes.
- Excellent attention to detail, organization, and follow-through.
- Curiosity and a practical approach to problem-solving.
- Clear and professional written and verbal communication skills.
- Ability to explain technical information to people with different levels of technical experience.
- Ability to manage multiple requests and determine when an issue should be routed or escalated.
- Comfort communicating with patients, internal staff, and external vendors.
- Ability to handle confidential information appropriately.
- Proficiency with Microsoft Excel, including data entry, filtering, sorting, reporting, and basic data analysis.
- Experience using Zendesk or a similar ticket-management system.
- Experience supporting connected health devices, medical devices, consumer electronics, or mobile applications.
- Experience working in healthcare technology, digital health, or remote patient monitoring.
- Experience with device troubleshooting, product returns, accessory orders, or package tracking.
- Familiarity with HIPAA and the appropriate handling of protected health information.
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The Company
What We Do
RPM Healthcare's comprehensive digital health solution enables providers to extend patient care beyond the medical office enhancing the patient experience, improving clinical outcomes, and ensuring patient safety. Our expert team, including local nurses, manages the patient process from enrollment to reporting readings from FDA-cleared devices. Our platform empowers patients to take their own readings at home with RPM clinicians monitoring results and reducing workflow disruptions. RPM Healthcare has a long history of enhancing patient care, providing digital tools, education, and reducing healthcare costs. For more information, please visit our website.
