Customer Support Specialist - Trapollo

Herndon, Virginia
May 09, 2019
Account Management
Metro Area
Full Time
DESCRIPTION: Provide customer support and assistance to Trapollo Customers, End Users and Subcontractors. Perform scheduling and phone assisted installation of remote health monitoring technology.  Organize installation schedule(s) and confirm logistics surrounding appointments.  Utilizing the Trapollo ticket system, provide level 1 technical support for a variety of health care technology.  Stay abreast of current and future health monitoring technology through continuous formal and self-paced training.  Communicate effectively with nontechnical senior population.
BASIC JOB TASKS AND RESPONSIBILITIES:• Schedule, confirm, and perform phone installation appointments.• Assist the install of remote health monitoring equipment by guiding nontechnical seniors over the phone.• 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.• Enter data into, and update data within, Trapollo’s management console.• Provide training to patients on the use of system and applications.• Obtain general understanding of Trapollo systems and application operations related to company offered services.• Identify and correct operational issues in client systems.• Perform creation and maintenance of new accounts and support tickets using company provide software tools.ADDITIONAL DUTIES:• Respond to problems and issues as reported by 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 basic 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 through self-paced training.• Provide monthly status and resource reporting on all assigned projects to supervisor.• Work in conjunction with the Operations group, to roll out new processes as directed.Qualifications:REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:• College degree not required, but encouraged• Detail oriented• Able to work independently and efficiently to meet deadlines.• Able to promptly answer support related email, phone calls and other electronic communications.• Gizmo friendly and comfortable to work on new devices• Self-motivated, detail-oriented and organized.• Experience with hardware and software issues.• Proficient in I.T. applications such as E-Mail, Office Automation Applications and Web Browsers, Excel & word.• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.• Typing proficiency: 40-60 wpm.• Must be able to work swing shift 11am-8pm and some weekends• Bilingual Spanish preferred.

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

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