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Customer Support Specialist

eTeam - Herndon, VA

Posted a month ago

Work From Home

3 people have applied

Job Description

Job Position - Customer Support Specialist

Location - Herndon, VA

Duration - 8 Months


  • Provide customer support and assistance to Trapollo Customers, End Users and Subcontractors as Technical subject matterexpert.
  • Perform scheduling at home and phone assisted installation of remote health monitorin echnology.
  • Organize installation schedule(s) and confirm logistics surrounding appointments.
  • Utilize the Trapollo ticket system, provide technical support for a variety of health caretechnology.
  • Stay abreast of current and future health monitoring technology through continuous formal and self-pacedtraining.
  • Communicate effectively with nontechnical senior population and internal technicalteams.


  • Participate and contribute in continuous improvement of current products/services, training materials and tools.
  • Respond to all technical escalations and make the decision replacements
  • Work as back up for Program specialists in their absence for meetings
  • Proactively learn and test new technology and trouble shoot existing products.
  • Schedule, confirm, and perform phone installation appointments.
  • Assist with the installation of remote health monitoring equipment by guiding nontechnical seniors over the phone.
  • Provide technical support to users and team mates by researching and answering questions; troubleshooting problems
  • Remote resetting of Tablets
  • Partner with technology/third party helpdesks
  • Train and update documentation/
  • Provide technical support and issue resolution to customers, subcontractors and end users via
    E-Mail, phone and other electronic medium.
  • Create and manage RMA's for faulty equipment back to the manufacturer.
    Configuration of Trapollo provided remote health monitoring, and peripheral device, equipment to connect via cellular, modem, or broadband connection.
  • Ability to adapt to shifting priorities and timelines, while maintaining a critical eye for detail
  • Ability to quickly research and assimilate information to respond to customer questions or request for information
  • Coordinate with the Technical Support Manager and IT on troubleshooting and pairing devices
  • Maintain data in Trapollo's management console.
  • Provide training to patients and team on the use of healthcare systems and applications.
    Strong understanding of Trapollo systems and application operations related to company offered services.
  • Identify and correct operational issues in client systems.
  • Should be available to work on most weekends .
  • Additional Duties:
  • Respond to problems and issues as reported by customer support specialists, internal and external customers in a timely fashion.
  • Multi-tasking that requires focused concentration is expected to be learned - must be willing to cross train.
  • Maintains the confidentiality of all corporate information, applications and data including passwords, procedures, software, etc
  • Utilize and maintain intermediate skills, experience, and knowledge of Trapollo technology and methodology to perform tasks.
  • Stay abreast of remote health monitoring technology being utilized and new technology being released throughself-paced training.
  • Assist with RMA's andad hoc Warehouse needs to troubleshoot devices.
  • Work in conjunction with the Operations group, to roll out new processes as directed.


  • Detail oriented and technical acumen.
  • High School diploma and some college or technical certification
  • Two or more years of experience preferred in a call center or customer support role
  • Able to work independently and in a team environment and efficiently meet deadlines.
  • Able to promptly answer support related email, phone calls and other electronic communications.
  • Self-motivated, detail-oriented and organized.
  • Strong sense of professionalism and discretion required.
  • Experience with hardware and software issues.
  • Proficient in I.T. applications such as E-Mail, Office Automation Applications and Web Browsers, Apple IOS,
    Mobile Device Management
  • Excellent communication (oral and written), interpersonal, organizational, and presentationskills.
  • Must be able to work one evening11am-8pmand some weekends
    Preferred Associates Degree or higher in business administration, Information Technology or a related field
  • One year or more of experience in remote health monitoring
  • .Experience in health care industry desired

Additional Information:

  • This position is with Trapollo, not Client.
    Please make sure your candidates know who Trapllois.
  • Understands Trapollo Business Model -Tech Savy, not an IT person - Call center experience, Trouble Shooting exp.
    Excel, Word, Multitasking - Flexible for work on

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