Customer Support Specialist

About Dr Kumo

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) 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.

Required Coverage Windows (Eastern Time)

• 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

Essential Job Functions

Customer Support & First Touch Resolution

• 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

Help Desk Operations & Documentation

• 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

Onboarding, Training & Knowledge Management

• 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

Collaboration, Compliance & Quality

• 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

Qualifications

• 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.

After applying through the job board, feel free to submit your application through the Dr. Kumo Careers site for higher visibility: