Tier 1 Device Support Specialist

Brook • Bellevue, WA

19h • Onsite

About The Position

Brook helps health systems deliver continuous care beyond traditional visits by combining AI, clinical care teams, connected devices, and operational expertise into one seamless solution. Together, we keep patients connected, support clinicians, and make it easier for healthcare organizations to improve outcomes at scale. We're building the infrastructure that powers the future of remote, continuous care; helping health systems extend care beyond the clinic, strengthen patient relationships, improve efficiency, and deliver better outcomes through proactive, personalized care. Brook runs Remote Patient Monitoring (RPM) programs. Patients manage chronic conditions from home using connected medical devices — blood pressure monitors, weight scales, glucose meters — that transmit readings to their care team. When a device has an error, stops transmitting, arrives damaged, or needs replacing, the patient contacts Device Operations. Brook is standing up its Tier 1 device-support function, and these specialists are the ground floor. Beyond resolving day-to-day device and logistics issues, you help establish how Tier 1 works — the decision trees, scripts, escalation paths, and quality standards the team runs on as it grows. On-site in Bellevue, you work closely with the Device Operations team and coordinate with the nurses, health coaches, and dietitians who own the clinical aspects of each patient's care.

Requirements

• Customer support, help desk, or contact-center experience troubleshooting something technical over the phone with a non-technical caller.
• Calm and confident on the phone, inbound and outbound — the patience to repeat steps and the listening skills to catch what a caller is really describing.
• Experience working tickets in Zendesk or a comparable system, including cases arriving from several channels into one queue.
• Strong follow-through on multi-step processes that stay open across several days.
• Clear, complete documentation — enough for the next reader to act without asking you.
• A working understanding of HIPAA and what patient privacy requires in routine handling of patient information.
• Able to work on-site in Bellevue, WA, Monday through Friday, 8:00 AM to 5:00 PM Pacific, for the full engagement.

Nice To Haves

• Experience in healthcare, remote patient monitoring, medical devices, or another regulated environment.
• Hands-on familiarity with connected health devices — blood pressure monitors, weight scales, glucose meters.
• Zendesk specifically, including macros and views.
• Experience supporting an older patient or customer population.
• Comfort working across multiple platforms that expose different amounts of information.
• Conversational Spanish.

Responsibilities

• Troubleshoot devices with patients over the phone — work documented decision trees to isolate whether an issue is setup, connectivity, the device, or the patient's phone.
• Manage device returns — own the Return Merchandise Authorization (RMA) process end to end: confirm return details with the patient, create and track the return in the fulfillment platform, confirm the device's cellular SIM can be deactivated, and help the patient set up and take a first reading on any replacement.
• Explain device operation and best practices — tell patients what a device measures and how to recognize a usable reading, such as correct cuff position or weighing at the same time each day.
• Document every interaction accurately — ticket notes are what the next person sees. Record what the patient reported, what you checked, what you did, and what remains open.
• Confirm logistics details carefully — addresses, device models, serial numbers, and tracking.
• Escalate cleanly when an issue leaves Tier 1 — recognize a hardware fault, a platform defect, or a clinical question, and hand off with a complete ticket.
• Flag patterns — when the same failure shows up across several patients or clusters in the same period, raise it as a possible larger problem.
• Help set the Tier 1 standard — as the function stands up, help shape the scripts, decision trees, escalation paths, and quality standards the team will run on.
• Follow documented process, and where a step does not match reality or a script leaves a question unanswered, surface it so the standard gets better.
• Collaborate across Brook and hand off cleanly when an issue belongs to another team: Clinical questions — interpreting readings, medications, care plans, or monitoring schedules — go to the Care Team of nurses, health coaches, and dietitians.
• Hardware faults and platform defects beyond the documented Tier 1 steps hand off to the engineering team, with a complete ticket.
• Receiving, inspecting, refurbishing, and disposing of returned devices sit with the logistics team — you own the patient-facing return, they handle the device itself.
• Changes to workflows, scripts, or system records go through the Device Operations owners — you surface what needs to change, they make it.
• Patient information stays private — you access only what the task in front of you requires, in line with HIPAA.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed