Make scheduled outbound calls and respond to inbound calls from Veterans needing device support.
Provide guidance for initial device setup and basic configuration of mobile devices.
Assist with pairing and setup of related peripherals (e.g., blood pressure monitors, scales, thermometers, pulse ox, Eko Duo) as needed.
Troubleshoot basic connectivity issues, including Wi-Fi, video applications, and general operations.
Deliver over-the-phone reassurance and calm support when diagnosing and resolving issues.
Walk Veterans step-by-step through device functionality and application use.
Clearly communicate technical concepts in plain language tailored to the user’s comfort level.
Accurately document all calls, troubleshooting steps, and resolutions in ticketing systems (e.g., ServiceNow) and reporting tools (e.g., PowerBI).
Regularly review PowerBI dashboards to identify and address items that are due.
Order and track retrieval kits for device return and reconciliation.
Provide a professional, empathetic, and patient-focused service.
Maintain consistent attendance and start shifts on time.

Requirements

Bachelor's with 0 - 2 years (or commensurate experience)
High school diploma or equivalent required.
Associate degree or equivalent technical/customer service experience preferred.
Strong communication and customer service skills, with ability to explain technical concepts simply.
Familiarity with iOS/Android devices, tablets, and Windows/Mac PCs.
Basic troubleshooting experience with mobile devices, connectivity, and peripherals.
Ability to type and document interactions accurately in real-time.
Prior experience with documentation in help desk, ticketing, or reporting systems preferred (training provided).
Prior exposure to healthcare, telehealth, or Veteran support environments is helpful but not required.

Benefits

Employee Assistance Program (EAP)
Corporate Discounts
Learning & Development platform, to include certification preparation content
Training, Education and Certification Assistance*
Referral Bonus Program
Internal Mobility Program
Pet Insurance
Flexible Work Environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

basic troubleshootingdevice setupmobile device configurationconnectivity troubleshootingdocumentationticketing systemsreporting toolsreal-time documentationapplication use guidanceperipheral setup

Soft Skills

communication skillscustomer service skillsempathypatiencereassurancecalm supportstep-by-step guidancetechnical concept explanationattendancetime management

Certifications

Bachelor's degreeAssociate degreehigh school diploma