Medical Device Support Specialist

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.

We are seeking a remote, bilingual (English/Spanish) Customer Support Specialist 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.

• Monday – Friday: 7:00 AM – 9:00 PM
• Saturday, Sunday & Federal Holidays: 2:00 PM – 6:00 PM
• Must be willing to work rotating shifts, weekends, and federal holidays aligned to ET coverage

• Staff the remote Customer Call Center to ensure appropriate coverage while consistently applying and improving First Touch Resolution (FTR) practices
• Provide front-line troubleshooting 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
• Guide users through proper device setup and usage to ensure accurate data transmission

• 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

• 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

• 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

• 5+ years of call center experience supporting telehealth and remote patient populations, preferred.
• Bilingual proficiency in English and Spanish (verbal and written)
• 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
• Experience in healthcare, telehealth, or other regulated environments
• Familiarity with call center operations, ticketing systems, and escalation workflows

Job Type: Full-time, Direct Hire

Pay: $24-26 per hour

Hours: Mon-Fri with rotating weekends and holidays, 40 hours per week

DrKumo is an Equal Opportunity Employer.