Support Program Agent

Caregility (caregility.com) is a telehealth solution provider connecting care everywhere. Designated as the Best in KLAS® Virtual Care Platform (non-EMR) in 2021, 2022, and 2023, Caregility Cloud™ brings bedside care, virtual encounters, and AI capabilities together at the point of care. Doctors, nurses, and patients around the world rely on our intelligent telehealth edge devices and virtual nursing, observation, and engagement applications to enhance clinical insights, patient safety, and efficiency. Trusted by over 75 health systems, deployed in more than 1,000 hospitals, and supporting over 30,000 connected devices, Caregility is helping to transform healthcare delivery across inpatient and outpatient settings.Caregility is seeking to hire a Full-Time Support Program Agent. This is an hourly, non-exempt role. This position is remote, however you must reside and be authorized to work in the United States. The role reports to the Director of Customer Support Services. This position is for days Tuesday-Saturday 8:30am-5:30pm.The Support Program Agent (SPA) role is to provide a high level of customer service and support to Caregility customers when they are experiencing problems and issues with using Caregility products and services to run their virtual care programs, providing care for patients. This position will provide remote support by managing inbound reports of issues being experienced by customers, creating customer incident tickets, capturing as much detail about the issue and the context of the issue as possible, and resolving the issue based on the Caregility knowledge database of resolution steps to known issues. The SPA will also escalate issues to the Support Program Manager (SPM) when they can’t resolve the issue based on the Caregility knowledge database of resolution steps.This position requires regular planning and teamwork within the Support team and with other departments throughout Caregility in order to support customer issues. The SPA is expected to fully understand and interact with the Caregility Knowledge database, and to reach out other technical and clinical experts in the company for any aspects of the Knowledge database that they don’t understand or doesn’t seem to resolve the issue as described. Roles & Responsibilities:This position is primarily a technical one but does require understanding of the clinical context of how Caregility customers utilize our products and services. SPAs will serve on shifts managing all reports of issues that come in during their shift. The SPAs role is to capture as much information about the issue as possible, including the context of the issue, how the customer and their programs are impacted, and what Caregility products are affected. Once the issue information is understood and captured in an incident ticket, the SPA’s role is to search the Caregility knowledge database for a known resolution for that particular issue, communicate the resolution steps to the customer and ensure that the issue is resolved to the customer’s satisfaction. The SPA is to try to fully identify and resolve the issue as quickly as possible to internal Operational Level Agreements (OLAs) as well as customer Service Level Agreements (SLAs). When an issue can't be fully identified and matched to the Knowledge database, the SPA will escalate to the SPM for more comprehensive issue identification, troubleshooting and resolution. It is the responsibility of the SPA to pass along all the information that they had gathered in the incident ticket so that the SPM doesn’t have to start over from the beginning.Other responsibilities include: Answer technical and logistical questions pertaining to Caregility product and services. Maintain records of support requests and specific needs for various customers. Communicate with end users to assist with diagnosing and repairing issues remotely. Respond with a sense of urgency when receiving customer correspondence as our customers are in the business of caring for patients. Ensures all assigned trouble tickets are resolved to Customer Satisfaction. Some weekend and holiday work is required as part of a rotating schedule.Skills & Abilities:The SPA is the front line of customer support. The SPA should have strong customer service skills, able to listen to, understand and related to customers when they experience issues. They should have a drive to excel in satisfying our customers. Basic knowledge of Caregility products and services and how our customers use them. Knowledge of video conferencing audio and video technologies. Knowledge of Operating systems, particularly Linux. Basic understanding of networks including wireless connectivity. Basic understanding of the clinical use cases that customers have using Caregility products and services. High levels of professionalism and Integrity. Extensive use of business computer systems including Microsoft Office applications as well as support ticketing software including Service Now.Education & Qualifications: 2 -4 years’ experience in a customer support role, on-site customer support experience preferred High School Diploma or technical certification Technical Certification such as CompTIA A+ is a plus.Additional Requirements: May require occasional lifting (up to 25 lbs). Requires extensive sitting, standing and walking. Domestic travel requiring multi-night stays within and at times outside the local work area. Valid passport desirable, international travel may be required infrequently. Must be willing to complete background checks and drug tests as required by current or future contracts Must be willing to apply for security clearances, SSA Suitability, and other related clearances to be able to work for certain customers. If you share our passion to make healthcare more connected, more efficient, and more personal, join us and you’ll be rewarded with an excellent salary and benefits package, including 401k and Flex 125 plans. We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, creed, marital status, gender, national origin, caste, disability status, genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.