Connected Device & Reconciliation Support Technician 2

SoldierPoint Digital Health, LLC

69d

About The Position

The Connected Device & Reconciliation Support Technician is responsible for supporting Veterans in accessing and using their VA-provided telehealth and digital health devices. This mid-level position provides both inbound and outbound call support to ensure Veterans can successfully set up, operate and troubleshoot their devices with confidence. The role also includes accurate documentation of interactions, device reconciliation, and reporting activities to maintain service quality and continuity of care. Candidates must be enthusiastic about customer services, able to explain technology in user-friendly terms, and committed to delivering a professional, mission-driven experience to every Veteran.

Requirements

• High School diploma plus 6-8 years' experience.
• Strong communication and customer service skills, with the ability to explain technical concepts simply.
• Familiarity with iOS/Android devices, tablets, and Windows/Mac PCs.
• Basic troubleshooting experience with mobile devices, connectivity, and peripherals.
• Prior experience with help desk documentation, ticketing, or reporting systems preferred.
• Prior experience with healthcare, telehealth, or Veteran support environment is helpful.

Responsibilities

• Make scheduled outbound calls and respond to inbound calls from Veterans needing device support.
• Provide guidance for initial device setup and basic configuration of mobile devices.
• Assist with pairing and setup of related peripherals (e.g., blood pressure monitors, scales, thermometers, pulse ox, Eko Duo) as needed.
• Troubleshoot basic connectivity issues, including Wi-Fi, video applications, and general operations.
• Deliver over-the-phone reassurance and calm support when diagnosing and resolving issues.
• Walk Veterans step-by-step through device functionality and application use.
• Clearly communicate technical concepts in plain language tailored to the user’s comfort level.
• Accurately document all calls, troubleshooting steps, and resolutions in ticketing systems (e.g., ServiceNow) and reporting tools (e.g., PowerBI).
• Regularly review PowerBI dashboards to identify and address items that are due.
• Order and track retrieval kits for device return and reconciliation.
• Document provider notes and final consult comments in the medical record to ensure continuity of care.
• Support reconciliation processes by verifying device functionality, data accuracy, and usage reporting.
• Provide a professional, empathetic, and patient-focused service.
• Escalate potential risks or recurring technical concerns to management.
• Promote end-user satisfaction and ensure compliance with service performance metrics.
• Maintain consistent attendance and start shifts on time.
• Collaborate effectively with colleagues to meet team and program goals.
• Protect sensitive and confidential information in compliance with security and privacy requirements.

Benefits

• Opportunity for growth within a rapidly growing company.
• Inspiration from a palpable energy and momentum across the company.
• Participation in organizational transformation and redesigning customer and employee experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees