Remote IT Clinical Support Representative - Full-Time
ACCESS TELECARE• US,
•Remote
About The Position
The Tier 1 Clinical Support Representative serves as a key member of the Clinical Support team, providing technical support and patch management with a clinical sense of urgency. The efficient and stable operation of our infrastructure is crucial in maintaining the high availability and performance of our solution and services, and the Tier 1 Clinical Support Representative is on the front line of our continued efforts to provide the most reliable and easiest-to-use telemedicine experience available. Schedule Requirement: This role requires availability to work the A Shift, 6:00 AM – 6:00 PM CST, Sunday through Tuesday, and every other Wednesday.
Requirements
- Bachelor's Degree in Technical Management, Computer Science, Engineering or related field, or equivalent work experience
- 1 year of experience in information technology application or other IT support operations
- Technical proficiency in operating systems, hardware, software and networking
- Exceptional critical thinking, problem analysis, troubleshooting, customer service and communication skills
- Ability to monitor system performance and determine appropriate times to intervene to not impede clinical care
- Solid project management capabilities, able to develop, manage and execute through completion
- Natural problem solver with solid analytical skills
- Demonstrated ability to use good judgement under pressure to resolve issues and allay fears.
- Collaborative team member and strong communicator with excellent verbal and written communication skills
- Must be a self-starter, initiator and self-directed contributor
- Proven ability to thrive in a high growth, fast-paced organization and 100% Remote based environment
- Must be able to remain in a stationary position 50% of the time
- Occasional travel for meetings and collaboration
Nice To Haves
- Previous experience in the medical device industry, healthcare technical support, enterprise networking or with Apple hardware, Mac OS and iOS, or Salesforce.com preferred
Responsibilities
- Analyze customer need to provide 24/7/365 remote and hands-on technical support with a clinical sense of urgency for end users in hospitals, clinics and other healthcare settings
- Solve complex technical issues that may encompass hardware, software, scripts, packages and networking in clinical, patient, business and home office environments
- Use discretion and judgement when managing, updating, and troubleshooting systems, or escalating cases, to ensure clinical care can be provided at all times
- Deliver exceptional customer service to address stakeholder concerns, particularly while performing varied and complex tasks within high pressure clinical situations
- Serve as the first line of defense for initial fault isolation, optimal resolution, root cause and cost/benefit analysis with detailed event documentation
- Install, configure, maintain, repair and troubleshoot all applicable hardware, peripherals, third-party software applications and proprietary scripts in compliance with company SLAs and policies for security and HIPAA/protection of PHI
- Take ownership of support cases and use critical thinking to resolve in a timely manner, coupled with excellent documentation
- Respond in a prompt, courteous manner to all inquiries and requests, prioritizing issues that impact clinical efficiency and outcomes
- Perform periodic onsite installation of hardware, software and upgrades and testing connectivity in clinical environments
- Collaborate with medical staff, clinical leadership, technology vendors and other executives to successfully test, configure, launch and maintain telemedicine support systems
- Maintain professional and technical knowledge of OEM hardware and software product enhancements, modifications, updates, networking environments and security practices that may enhance or impede the ability to practice via telemedicine
- Contribute to problem resolution approaches, operational support procedures, training documents and escalation plans for telemedicine support to increase system uptime
- Help validate new configurations and configuration management processes, workflows and procedures, as well as third party releases, firmware, and new hardware and peripherals
- Assist with other relevant projects as assigned
- Other duties as assigned
Benefits
- Health Insurance (Medical, Dental, Vision)
- Comprehensive benefits including health, dental, vision, life, and 401(k)
- Paid Time Off, Sick Leave, and wellness days
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
