Customer Support Specialist II - Trapollo

Location
Herndon, Virginia
Salary
competitive
Posted
Jun 10, 2019
Specialty
Account Management
Metro Area
Washington
Duration
Full Time
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. 
PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS• Participate and contribute in continuous improvement to current products/services, training materials and tools.• 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.• 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• Enter data into and update data within Trapollo’s management console and customer’s application.• Provide training to patients on the use of system and applications.• Obtain strong 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.• Detail oriented and able to quickly learn new technology.• Able to work independently and in a team environment to efficiently to 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.• 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 weekendsQualifications:MINIMUM • HS diploma, GED or relevant work experience• 2 or more year of experience preferred in call Center or customer support• Requires strong knowledge of IT applications, email, office automation  applications, web browers Microsoft office Suite• Excellent interpersonal, organizational, training, problem solving and collaborative skills to work effectively with teams throughout organization PREFERRED• Experience in Healthcare industry desired• AS/AA or higher in business administration or a related field AND one (1) year or more of experience in remote health monitoring.• 2 or more years in a customer service support or call center

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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