Remote Care Support (Technical Call Agent)

St. Jude Medical; Bayan Lepas; Hybrid; MYR 20,000 - 100,000; Full time

Job summary

A medical technology company is seeking a Remote Care Support (Technical Call Agent) in Penang, Malaysia. The role involves providing operational support for remote patient monitoring, resolving technical issues, and guiding patients through data transmission and equipment setup. Candidates should have a diploma or degree in a relevant field, with strong technical and customer service skills. The position requires availability for a 24/7 rotational on-call schedule.

Qualifications

• Diploma or Degree in a relevant field needed; experience without education considered.
• Experience in technical support or medical device support preferred.
• Strong documentation and reporting skills essential.

Responsibilities

• Provide operational support for the Remote Care patient network.
• Identify and resolve field issues within SLA.
• Guide patients in data transmission and equipment setup.

Skills

Technical support experience

Customer service skills

Documentation skills

Ability to troubleshoot connectivity issues

Knowledge of remote monitoring systems

Education

Diploma or Degree in a relevant field

Job description

Overview

Remote Care Support (Technical Call Agent): Provide operational support for the Remote Care patient network under general supervision.

Identify and resolve field issues within SLA and assist in engineering activities. Create comprehensive reports and presentations based on field data and product performance. Interface with internal teams (R&D, Quality, Sales, Marketing) and external stakeholders (physicians, healthcare professionals, patients). Respond to remote patient monitoring inquiries in a call center environment. Guide patients in data transmission and equipment setup, including troubleshooting connectivity issues. Document complaints and technical issues using Field Contact Reports (FCRs) and Software Work Requests (SWRs). Refer implantable device issues to Technical Services following standard protocols. Comply with FDA regulations, company policies, and operating procedures. Participate in training, development of materials, and remote call center duties (including from home). Maintain 24/7 on-call availability on a rotational basis.

Responsibilities

• Identify and resolve field issues within SLA and assist in engineering activities.
• Create comprehensive reports and presentations based on field data and product performance.
• Interface with internal teams (R&D, Quality, Sales, Marketing) and external stakeholders (physicians, healthcare professionals, patients).
• Respond to remote patient monitoring inquiries in a call center environment.
• Guide patients in data transmission and equipment setup, including troubleshooting connectivity issues.
• Document complaints and technical issues using Field Contact Reports (FCRs) and Software Work Requests (SWRs).
• Refer implantable device issues to Technical Services following standard protocols.
• Comply with FDA regulations, company policies, and operating procedures.
• Participate in training, development of materials, and remote call center duties (including from home).
• Maintain 24/7 on-call availability on a rotational basis.

Qualifications

• We Are Looking For: Diploma or Degree in a relevant field. Candidates with relevant experience without relevant education will also be considered.
• Experience in technical support, remote care systems, or related fields is preferred.
• Exposure to call center environments and medical device support is an advantage.
• Skills & Knowledge: Basic understanding of remote monitoring systems and patient data transmission.
• Familiarity with troubleshooting connectivity and device setup issues.
• Strong documentation and reporting skills.
• Good communication and customer service skills.
• Ability to work independently and collaboratively across teams.
• Proficient in using web-based platforms and mobile applications.

Other Requirements

• Willingness to work on a 24/7 rotational on-call schedule.
• Ability to work remotely when required.
• Compliance with data privacy standards, including PHI handling.
• Able to support during selected public holidays.