Technical Support/Customer Care
TECHNICAL SUPPORT / CUSTOMER CARE (REMOTE)
Location: United States (Remote). Schedule: Full-Time
We are seeking a remote, bilingual (English/Spanish) Technical Support Representative to serve as the first point of contact for technical support and enrollment assistance for end-users, including U.S. Veterans.
This role supports users across their full lifecycle, from pre-boarding and onboarding through daily device use, ensuring connected medical devices and software platforms remain functional, secure, and easy to use. The position requires participation in a rotating schedule aligned to Eastern Time (ET) to meet contractual coverage requirements.
This position supports a U.S. Department of Veterans Affairs (VA) contract. Agreeing to, completing, and receiving a favorable result on the federal background investigation the VA requires is a qualification for this job. Candidates who do not meet this requirement are not eligible for the position.
1. Essential Job Functions
1.1. Technical Support & First Touch Resolution
• Staff the remote Customer Call Center to ensure appropriate coverage while consistently applying and improving First Touch Resolution (FTR) practices
• Provide front-line technical support for DrKumo’s ecosystem, including connected medical devices, cellular connectivity, and software platforms
• Diagnose and resolve device connectivity issues, pairing errors, and software navigation problems, working independently and without relying only on scripts
• Guide users through proper device setup and usage to ensure accurate data transmission
• Deliver all technical support in English or Spanish, based on user preference
1.2. Help Desk Operations & Documentation
• Record, track, and document all support interactions accurately in the ticketing system, including bilingual support notes
• Keep users informed of the status of unresolved issues through timely updates and follow-ups
• Escalate unresolved technical or clinical issues to Engineering or Care Management teams in accordance with defined escalation protocols
• Conduct inbound and outbound calls, including welcome calls for newly enrolled users
1.3. Onboarding, Training & Knowledge Management
• Perform remote virtual walkthroughs to support pre-boarding and onboarding
• Assist clinical staff with provider portal navigation and end-users with in-home device setup
• Translate complex technical processes into clear, step-by-step instructions for non-technical users
• Maintain and improve technical knowledge of DrKumo hardware and software solutions over time
1.4. Collaboration, Compliance & Quality
• Develop and maintain strong working relationships with Patient Services, Engineering, Development, and other internal teams
• Work in accordance with Quality System requirements and all Corporate and Departmental policies and procedures
• Demonstrate knowledge of applicable laws, regulations, and policies, including patient privacy and data security protections
• Adhere to rotating schedules to ensure coverage during required contract hours
2. Required Coverage Windows (Eastern Time)
• Monday to Friday: 7:00 AM to 9:00 PM
• Saturday, Sunday & Federal Holidays: 2:00 PM to 6:00 PM
3. Required Qualifications
• Advanced, hands-on technical skills. This is a technical role. Candidates must be able to independently diagnose and resolve problems across connected hardware, cellular and wireless connectivity (including Wi-Fi and Bluetooth pairing), mobile phones and tablets, and web-based software platforms
• Ability to explain and resolve technical problems over the phone with users who have limited technical experience
• 5+ years of call center experience supporting telehealth and remote patient populations
• Bilingual proficiency in English and Spanish (verbal and written)
• U.S. Citizenship required
• Agreement to complete, and a favorable result on, the federal background investigation the VA requires (see Federal Background Investigation below)
• Authorization for employment verification and reference checks with all past employers (see Employment Verification and References below)
• Experience supporting SaaS platforms and connected hardware devices
• Prior inbound and outbound technical support experience
• Strong technical documentation and written communication skills
• Comfortable conducting remote walkthroughs and user training sessions
• Willingness to work rotating shifts, weekends, and federal holidays aligned to ET coverage
Candidates may be asked to complete a technical skills assessment during the hiring process. Reasonable accommodation is available on request.
4. Preferred
• Experience in healthcare, telehealth, or other regulated environments
• Familiarity with call center operations, ticketing systems, and escalation workflows
• Associate’s or Bachelor’s degree in IT, Computer Science, Communications, or equivalent practical experience
• Technical certification such as CompTIA A+, Network+, or equivalent
• Prior experience completing a federal background investigation
5. Federal Background Investigation (Condition of Employment)
• This position involves access to VA information and systems. The VA requires contractor personnel in this role to complete a federal background investigation.
• Candidates must agree to take part in the investigation. After a conditional offer of employment, the candidate must accurately and promptly complete the federal forms, fingerprinting, and other steps the VA requests.
• A favorable result is a qualification for this job. A candidate who declines the investigation, does not complete it, or does not receive a favorable determination does not meet the qualifications for the position. In that case, the conditional offer will be withdrawn or employment will end, in accordance with applicable law.
• The federal government, not DrKumo, conducts the investigation and makes the determination. DrKumo cannot predict or guarantee its result or timing.
• Federal investigation forms ask about past employment, including job separations. False or incomplete answers can result in disqualification.
• DrKumo does not charge any fee to apply. Candidates are responsible for their own personal costs of taking part in the process, such as obtaining personal records or traveling to a fingerprinting or credentialing location, except where applicable law requires DrKumo to pay or reimburse those costs.
6. Employment Verification and References
• Candidates must provide a complete and accurate employment history and must authorize DrKumo, or a screening company acting for DrKumo, to verify employment and conduct reference checks with all past employers.
• The federal background investigation reviews the same employment history. Verifying it during hiring helps confirm that a candidate meets the requirements of this position.
• Checks are conducted only with the candidate’s written authorization and in accordance with applicable federal and state law. A candidate who does not provide authorization cannot be considered further.
7. Work Environment
• Fully remote position within the United States
• Requires reliable internet, secure workspace, and the ability to handle sensitive health and veteran data
DrKumo participates in E-Verify. Employment eligibility is verified after hire through Form I-9 and E-Verify.
