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DrKumo Inc.

Job Posting: Technical Support Representative (Bilingual &ndash; English/Spanish)Location: Fully Remote (United States)Preferred Time Zones: Eastern Time (ET) &amp; Pacific Time (PT)Employment Type: Full-TimeCompany: DrKumo, Inc.About DrKumoDrKumo 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 RoleWe 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.Essential Job FunctionsTechnical Support &amp; First Touch Resolution<ul><li>Staff the remote Customer Call Center to ensure appropriate coverage while consistently applying and improving First Touch Resolution (FTR) practices</li><li>Provide front-line technical support for DrKumo&rsquo;s ecosystem, including connected medical devices, cellular connectivity, and software platforms</li><li>Diagnose and resolve device connectivity issues, pairing errors, and software navigation problems</li><li>Guide users through proper device setup and usage to ensure accurate data transmission</li><li>Deliver all technical support in English or Spanish, based on user preference</li></ul>Help Desk Operations &amp; Documentation<ul><li>Record, track, and document all support interactions accurately in the ticketing system, including bilingual support notes</li><li>Keep users informed of the status of unresolved issues through timely updates and follow-ups</li><li>Escalate unresolved technical or clinical issues to Engineering or Care Management teams in accordance with defined escalation protocols</li><li>Conduct inbound and outbound calls, including welcome calls for newly enrolled users</li></ul>Onboarding, Training &amp; Knowledge Management<ul><li>Perform remote virtual walkthroughs to support pre-boarding and onboarding</li><li>Assist clinical staff with provider portal navigation and end-users with in-home device setup</li><li>Translate complex technical processes into clear, step-by-step instructions for non-technical users</li><li>Maintain and improve technical knowledge of DrKumo hardware and software solutions over time</li></ul>Collaboration, Compliance &amp; Quality<ul><li>Develop and maintain strong working relationships with Patient Services, Engineering, Development, and other internal teams</li><li>Work in accordance with Quality System requirements and all Corporate and Departmental policies and procedures</li><li>Demonstrate knowledge of applicable laws, regulations, and policies, including patient privacy and data security protections</li><li>Adhere to rotating schedules to ensure coverage during required contract hours</li></ul>Required Coverage Windows (Eastern Time)<ul><li>Monday &ndash; Friday: 7:00 AM &ndash; 9:00 PM</li><li>Saturday, Sunday &amp; Federal Holidays: 2:00 PM &ndash; 6:00 PM</li></ul>Required qualifications<ul><li>5+ years of call center experience supporting telehealth and remote patient populations</li><li>Bilingual proficiency in English and Spanish (verbal and written)</li><li>U.S. Citizenship required</li><li>Ability to pass E-Verify, background check, and any VA-required clearances</li><li>Experience supporting SaaS platforms and connected hardware devices</li><li>Prior inbound and outbound technical support experience</li><li>Strong technical documentation and written communication skills</li><li>Comfortable conducting remote walkthroughs and user training sessions</li><li>Willingness to work rotating shifts, weekends, and federal holidays aligned to ET coverage</li></ul>Preferred<ul><li>Experience in healthcare, telehealth, or other regulated environments</li><li>Familiarity with call center operations, ticketing systems, and escalation workflows</li><li>Associate&rsquo;s or Bachelor&rsquo;s degree in IT, Computer Science, Communications, or equivalent practical experience</li></ul>Work Environment<ul><li>Fully remote position within the United States</li><li>Requires reliable internet, secure workspace, and the ability to handle sensitive health and veteran data</li></ul>Pay: $24.00 - $26.00 per hourBenefits:<ul><li>401(k) matching</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li></ul>Application Question(s):<ul><li>Are you a US Citizen?</li><li>Are you willing and able to undergo and pass a U.S. Department of Veterans Affairs (VA) Background Investigation, E-Verify, and a comprehensive company background check?</li><li>Are you willing to undergo and pass a federal-level drug screening in accordance with the Drug-Free Workplace Act?</li><li>Do you have a dedicated, private, and secure room with a closing door to conduct support calls, ensuring the total confidentiality of patient and federal government data? (Open-concept rooms or shared spaces do not qualify).</li><li>Are you able to work in an environment free from background noise and interruptions during scheduled shifts? </li><li>Do you have a dedicated high-speed internet connection (minimum 25 Mbps download / 10 Mbps upload) that is not public, shared, or mobile hotspot-based? </li><li>This role requires a rotating shift covering 7 AM &ndash; 9 PM EST (Mon&ndash;Fri) and 2 PM &ndash; 6 PM EST (Sat, Sun, and Federal Holidays). Are you able to work any shift within these hours without restriction?</li><li>Do you have any secondary employment, school or side work that would conflict with the required working hours or on-call expectations for this role? </li><li>In your last three professional roles, what was your average length of employment?</li><li>Have you ever been laid off or terminated from a position due to performance or attendance issues? (If yes, please briefly explain).</li><li>Have you ever been terminated or asked to resign due to violations of security, ethics, or data privacy policies?</li><li>Do you have prior experience using multi-factor authentication (MFA) in a professional environment? </li><li>Do you have 3-5 years of experience using enterprise ticketing systems such as ServiceNow, Remedy, Jira, Odoo, Salesforce or similar? </li><li>Have you supported users in a technical troubleshooting role involving hardware, software, or Bluetooth connected devices? </li></ul>Work Location: Remote

Technical / Customer Support Representative (Bilingual - English / Spanish)

Join DrKumo Inc. and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

DrKumo Inc.

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Technical / Customer Support Representative (Bilingual - English / Spanish)