Technical Support / Customer Care

DrKumo; United States; On-site; USD 50,000 - 70,000; Full time

Job summary

DrKumo is seeking a remote, bilingual (English/Spanish) Technical Support Representative. This position serves as the first point of contact for technical support and enrollment assistance for end-users, including U.S. Veterans.

The role requires participants to support a rotating schedule aligned to Eastern Time (ET). Candidates should have at least 5 years of call center experience and be comfortable with technical documentation and conducting remote training sessions.

Qualifications

• 5+ years of call center experience supporting telehealth and remote patient populations.
• Ability to pass E-Verify, background check, and any VA-required clearances.
• Willingness to work rotating shifts, weekends, and federal holidays aligned to ET coverage.

Responsibilities

• Staff the remote Customer Call Center and improve First Touch Resolution practices.
• Provide technical support for DrKumo’s ecosystem, including devices and software platforms.
• Document all support interactions accurately in the ticketing system.

Skills

Bilingual proficiency in English and Spanish

Call center experience

Technical documentation skills

Experience supporting SaaS platforms

Education

Associate’s or Bachelor’s degree in IT, Computer Science, or Communications

Job description

We are seeking a remote, bilingual (English/Spanish) Technical SupportRepresentative to serve as the first point of contact for technical support andenrollment assistance for end-users, including U.S. Veterans.

This rolesupports users across their full lifecycle, from pre-boarding and onboardingthrough daily device use, ensuring connected medical devices and softwareplatforms remain functional, secure, and easy to use. The position requiresparticipation in a rotating schedule aligned to Eastern Time (ET) to meetcontractual coverage requirements.

Essential Job Functions

Technical Support & First Touch Resolution

• Staff the remoteCustomer Call Center to ensure appropriate coverage while consistently applyingand improving First Touch Resolution (FTR) practices
• Providefront-line technical support for DrKumo’s ecosystem, including connectedmedical devices, cellular connectivity, and software platforms
• Diagnose and resolve device connectivity issues,pairing errors, and software navigation problems
• Guide usersthrough proper device setup and usage to ensure accurate data transmission
• Deliver all technical support in English orSpanish, based on user preference

Help Desk Operations & Documentation

• Record, track, and document all supportinteractions accurately in the ticketing system, including bilingual supportnotes
• Keep usersinformed of the status of unresolved issues through timely updates andfollow-ups
• Escalateunresolved technical or clinical issues to Engineering or Care Management teamsin accordance with defined escalation protocols
• Conduct inbound and outbound calls, includingwelcome calls for newly enrolled users

Onboarding, Training & Knowledge Management

• Perform remote virtual walkthroughs to supportpre-boarding and onboarding
• Assist clinicalstaff with provider portal navigation and end-users with in-home device setup
• Translate complex technical processes intoclear, step-by-step instructions for non-technical users
• Maintain andimprove technical knowledge of DrKumo hardware and software solutions over time

Collaboration, Compliance & Quality

• Develop andmaintain strong working relationships with Patient Services, Engineering,Development, and other internal teams
• Work inaccordance with Quality System requirements and all Corporate and Departmentalpolicies and procedures
• Demonstrate knowledge of applicable laws,regulations, and policies, including patient privacy and data securityprotections
• Adhere to rotating schedules to ensure coverageduring required contract hours

Required Coverage Windows (Eastern Time)

Required qualifications

• 5+ years of call center experience supportingtelehealth and remote patient populations
• Bilingualproficiency in English and Spanish (verbal and written)
• Ability to pass E-Verify, background check, andany VA-required clearances
• Experience supporting SaaS platforms andconnected hardware devices
• Prior inbound and outbound technical supportexperience
• Strong technical documentation and writtencommunication skills
• Comfortable conducting remote walkthroughs anduser training sessions
• Willingness to work rotating shifts, weekends,and federal holidays aligned to ET coverage

Preferred

• Experience in healthcare, telehealth, or otherregulated environments
• Familiarity with call center operations,ticketing systems, and escalation workflows
• Associate’s orBachelor’s degree in IT, Computer Science, Communications, or equivalentpractical experience
• Fully remote position within the United States

Requires reliableinternet, secure workspace, and the ability to handle sensitive health andveteran data