Customer Support Representative - Healthcare Technology (Veterans Focus)
About The Position
We are seeking a Product Support Representative to join a mission driven team focused on supporting U.S. veterans and the clinicians, caregivers, and VA staff who care for them. In this Tier 1, customer facing role, you will deliver timely, accurate support that helps ensure care is not disrupted. As part of the Acute Care & Monitoring organization, your work directly supports continuity of care, clinician confidence, and patient outcomes. This role is especially well suited for individuals passionate about serving veterans and contributing to work that has a meaningful impact. Strong communication and customer support skills are essential, with technical expertise developed through training and hands on experience. This position is remote to enhance our competitive edge and expand our cross-functional collaboration efforts. It is open to candidates within the United States.
Requirements
- Minimum of 4 years of relevant work experience (collage degree not required).
- Prior experience in a help desk, technical support, or product support environment
- Ability and willingness to successfully complete VA background clearance, including fingerprinting at a VA Medical Center shortly after hire.
- Possess unrestricted U.S. work authorization at the time of hire and for the duration of employment.
Nice To Haves
- Experience working with veterans, healthcare systems, or government clients
- Experience supporting healthcare, medical devices, or regulated products
- Relevant experience may include customer service, call center support, help desk, technical support, healthcare support, or other phone-based service roles.
- Demonstrated comfort handling high-volume phone-based customer interactions.
- Strong verbal communication, listening, and problem-solving skills.
- Ability to communicate effectively with both clinical and non-clinical audiences.
- Familiarity with knowledge base tools (e.g., Confluence or similar platforms)
- Comfortable working in multiple systems simultaneously
- Comfortable multitasking
- For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.
Responsibilities
- Respond to customer product inquiries, issues, or malfunctions via telephone and chat sessions, with phone support as the primary channel.
- Troubleshoot customer concerns and issues raised during training, product use, or product malfunctions, as well as software applications, and recommend appropriate corrective actions.
- Apply strong interpersonal skills and product knowledge to effectively respond to and resolve customer inquiries.
- Document customer interactions, troubleshooting steps, and recurring product issues clearly and accurately to support product quality initiatives and product development efforts.
- Utilize internal knowledge bases and collaborate with teammates through chat and escalation channels to resolve complex issues.
- Escalate unresolved or advanced technical issues to team leads or senior support resources as needed.
Benefits
- 4 weeks paid time off per year
- 10 paid holidays per year
- 401(k) with up to 6% match
- Comprehensive benefits plan, including medical, dental, vision, and more
- Fully subsidized Bachelors degree programs paid up front, and many other paid training opportunities!
- Paid family, medical, and parental leave after 1 year of employment
- Health, Dental and vision insurance
- Health Savings Account
- Healthcare Flexible Spending Account
- Life insurance
- Long-term disability leave
- Dependent daycare spending account
- Tuition assistance/reimbursement
- Simple Steps (global well-being program)
- Incentive plans
- 401(k) plan plus employer contribution and match
- Short-term disability
- Paid time off
- Paid holidays
- Employee Stock Purchase Plan
- Employee Assistance Program
- Non-qualified Retirement Plan Supplement (subject to IRS earning minimums)
- Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
