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Posted 2mo ago

Technical Support Representative

@ Argus Medical Management
View All Jobs
United States
$21-$26/hrRemoteFull Time
Responsibilities:provide support, troubleshoot issues, guide onboarding
Requirements Summary:5+ years in call center supporting telehealth; bilingual English/Spanish; experience SaaS and connected devices; inbound/outbound support; strong written skills; remote training; healthcare/regulatory experience.
Technical Tools Mentioned:SaaS platforms, Connected devices, Ticketing systems, CRM
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Job Description

About DrKumo

DrKumo is a leader in secure, intelligent digital health solutions for Chronic Care. We are a digital health technology company recently awarded, alongside three other vendors, a $1.032 billion contract with the U.S. Department of Veterans Affairs for Remote Patient Monitoring Home Telehealth (RPM-HT).

Our platform integrates real-time digital health technologies, AI/ML, and disease management protocols to empower patients and support healthcare providers. DrKumo holds URAC Full Accreditation in Telehealth Support Services and complies with military-grade security standards, including FIPS 140-3 and NIST requirements.

The Role

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

This role supports users with connected medical devices, cellular connectivity, and software platforms by troubleshooting connectivity and navigation issues, guiding device setup, and ensuring accurate data transmission.


Essential Job Functions

  • Provide front-line technical support for connected medical devices, cellular connectivity, and software platforms

  • Troubleshoot and resolve device pairing, connectivity, and navigation issues

  • Guide users through device setup and ensure accurate data transmission

  • Deliver support in English or Spanish based on user preference

  • Handle inbound and outbound calls, including welcome calls for new users

  • Document all customer interactions accurately in the ticketing system

  • Follow up on open issues and escalate complex concerns to appropriate teams

  • Conduct virtual onboarding walkthroughs and assist with provider portal navigation

  • Explain technical information in clear, easy-to-understand steps

  • Collaborate with internal teams to support patient care and technical operations

  • Maintain compliance with company policies, quality standards, and patient privacy regulations


Qualifications

  • 5+ years of call center experience supporting telehealth or remote patient populations

  • Bilingual in English and Spanish (spoken and written)

  • Experience supporting SaaS platforms and connected hardware devices

  • Background in inbound and outbound technical support

  • Strong written communication and documentation skills

  • Comfortable leading remote walkthroughs and user training sessions

  • Experience working in healthcare, telehealth, or other regulated environments

  • Familiar with ticketing systems, call center workflows, and escalation processes

  • Associate's or bachelor's degree in IT, Computer Science, Communications, or related field (or equivalent experience)


Schedule and Work Environment

This position follows a rotating schedule aligned with Eastern Time (ET) to meet contractual coverage requirements. Available shifts are 7:00am-3:30pm EST or 12:30pm-9:00pm EST, with weekend and Federal Holiday coverage from 2:00pm-6:00pm EST.

This is a fully remote position. Florida and other East Coast residents are encouraged to apply. Candidates must have reliable high-speed internet, a secure and private workspace, and the ability to handle sensitive health information and veteran data in compliance with privacy and security standards.