Device Specialist II (remote - must be based in United States) Hourly rate: Starts at $16 WHAT YOU'LL DO Work remotely as part of our Center of Excellence Support Team, partnering with our customers and effectively resolving issues through phone (primary channel) and email Tend to your assigned shift Onboard new patients, help them set up our software and Remote Patient Monitoring devices, and provide them with an understanding of the objectives and expectations of the programProvide support & guidance to patients across our customer base who use our software and devices to monitor their health and wellnessMaintain comprehensive knowledge of our tools to diagnose software issues, engaging with our product and engineering teams to solve more complex product issuesCollaborate with account managers or sales teams to identify opportunities for existing customers to use more services Monitor your queues, assist with daily goals, and conduct quality control to reduce errors to improve procedures.Recommend and work with your manager to implement policies to ensure quality, timely, and efficient design of customer-oriented services.Auditing your queue to ensure accuracy of information and compliance with SLAS and SOPs Help customers and patients navigate a variety of tools & features within our softwareCommunicate thoughtful, customized solutions that help customers have a frictionless experienceShow composure, resilience, and flexibility as customer needs evolve and case volume changes ABOUT YOU You must be located In the United States for this role.You have experience in technical support and/or customer educationYou are always looking for customer-centric solutions Empathetic listener communicates verbally and in writing with attention to detailEnjoy building processes and being part of the establishment of new proceduresHave a sense of agency to deliver results and suggest ways to improve and make the experience better both for your team and the customerFeel comfortable using Google Sheets and Excel to manage and track your work Have demonstrated experience in customer service and are passionate about the customer experienceCan autonomously troubleshoot and further investigate to fix a problemAdapt quickly to changing priorities and customer needs Have remote experience or an ability to be self-sufficient and autonomous to meet goals in a remote settingExperience with Salesforce and Five9 is a plus Fluent in Spanish or other languages is a plus