Job Title: Full Time Tech Support Agent I
Reports to: Technical Support Manager
FLSA: Non-Exempt
Location: Remote
About Wellinks
Wellinks is the COPD disease management company committed to empowering people to live fully and breathe freely by improving outcomes for those we serve. We are creating a future where COPD care is designed and delivered around the individual and supported by a team striving to help them live a healthier, more fulfilling life. Our partners choose Wellinks to deliver a tailored and personalized health care experience for their members, resulting in improved outcomes at lower costs.
Wellinks is a high-growth company that is rich with mission-driven talent, guided by passionate healthcare leaders, and backed by world class investors. We are headquartered in New Haven Connecticut, conveniently between Boston and New York, and have team members across the US.
Our Values
Principled: We say what we do and do what we say.
Collaborative: We work together, empower people, and celebrate relationships.
Innovative: We are resilient and learn from all experiences and challenges.
Effective: We measure what matters and are outcomes driven.
Authentic: We celebrate diversity, inclusion, and the perspective of others
Job Summary
The Technical Support Agent helps support a growing pool of Customers and Patients who utilize our remote patient monitoring service as well as internal teams who support this monitoring service, and our external partners conducting research studies and clinical trials. Our agents work across several platforms in a fast-paced start-up environment.
Responsibilities
- Handle inbound and outbound calls, emails, SMS, and chats
- Troubleshoot devices, accounts, apps, and online dashboard issues using a variety of platforms and tools
- Thoroughly document and report all patient complaints, inquiries, and interactions
- Place orders, process returns, and track the status of all inventory sent to users
- Test, debug, and provide feedback on our apps and products via an internal beta team
- Manage a variety of assigned projects related to remote patient monitoring, clinical trials, product
- Refinement, bug reporting, patient and employee onboarding, and others as needed
Required Qualifications
- 1+ years as a customer service agent or a technical support agent
- Familiarity with and troubleshooting mobile platforms running Android OS
- Must be able to work shifts ranging from (7am-4pm, 8am-5pm, or 9am-6pm, 11am-8pm) EST.
Preferred Qualifications
- Excellent telephone communication skills
- Proficient at problem solving and decision making
- Ability to work independently and collaboratively in a fast-paced environment
- Strong attention to detail
- Excellent Communication skills - verbal and written
- Ability to collect, manage and analyze data
- Works efficiently in a remote environment
- A team player with a willingness to help others succeed
Benefits
- A competitive compensation package
- Unlimited PTO
- Flexible work policy
- Paid Parental leave
- Health, dental, vision & life coverage
- Matching 401k retirement savings plan
Equal Employment Opportunity
Wellinks embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better and more impactful our work will be! Wellinks is an equal opportunity employer and prohibits discrimination based on race, color, religious creed, age, sex, gender identity or expression, marital status, national origin, ancestry, past or present history of mental disability, intellectual disability, learning disability, physical disability, genetic information, pregnancy, veteran status, or status as a victim of domestic violence or any other characteristic protected by law.
