THIS IS AN INTERNAL POSTING - AT THIS TIME NO EXTERNAL APPLICANTS WILL BE CONSIDERED

Validic, Inc. is a digital health and remote care company devoted to our mission of improving the quality of human life by making personal data actionable. We’re seeking a Client Care Specialist I (Bilingual English-Spanish), who will provide exceptional technical support to the Company’s clients and end users. The individual in this position excels at phone-assisted installation and configuration, while applying strong technical troubleshooting skills for remote patient monitoring technology.

What You’ll Do at Validic

• Provide professional and high-quality client service through adherence to scripts, workflows, and compliance with Corporate policies and procedures
• Execute phone-assisted installations with exceptional client guidance, including technical configuration support for cellular, modem, and broadband connections
• Schedule, coordinate, confirm, and perform technical installation appointments with detailed pre-installation client consultation and system requirements analysis
• Educate and guide clients through device functionality, software applications, and troubleshooting procedures with patience and clarity
• Field incoming calls, email, and support portal cases for technical and software troubleshooting
• Research and resolve client inquiries via email, phone, and electronic communications to meet Service Level Agreements (SLAs), while maintaining exceptional service standards
• Diagnose and resolve complex technical issues related to device pairing, network connectivity, and software conflicts across multiple platforms
• Utilize diagnostic tools and remote access capabilities to troubleshoot device performance and connectivity issues
• Provide Level 2 technical support using the the Company’s Management Console for healthcare technology solutions
• Enter and update technical data in the Company’s Management Console and clients’ applications
• Create and maintain client accounts and support tickets using company provided software.
• Create and manage Return Management Authorizations (RMAs) for faulty equipment requiring manufacturer return
• Listen intently to clients' questions and concerns to offer optimal solutions
• Enter and ensure proper recording of data in the Company’s Management Console and clients’ applications
• Identify operational issues in clients’ systems and escalate for resolution when appropriate
• Stay current with emerging health monitoring technologies through formal training and self-directed learning
• Participate in continuous improvement initiatives for Company products, services, training materials, and technical tools
• Adapt to shifting priorities and technical requirements while maintaining attention to detail and quality standards

What You'll Bring to Validic

• High school diploma, GED, or equivalent combination of education and experience required, with Associate degree in business administration, information technology, or related technical discipline preferred
• At least two years of call center, service desk or customer support experience required
• At least one year of hands-on experience supporting clients and/or end users with hardware and software issues required
• Demonstrable experience with IT and office automation applications, email, and web browsers, specifically Microsoft Office Suite and web-based applications required
• Experience with diagnostic tools and remote support technologies preferred
• At least one year of experience with remote patient monitoring preferred
• Experience working in the healthcare, SaaS, and/or third party logistics industries preferred
• Experience with and understanding of HIPAA compliance and required adherence to privacy regulations and data security protocols preferred
• Strong client facing communication skills
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• Strong interpersonal and teamwork skills
• Achievement driven mindset, with a “can-do” attitude
• Conscientious with a strong sense of duty and responsibility
• Ability to embrace feedback and be accountable
• Excellent organizational skills and attention to detail
• Ability to quickly learn and adapt to new technology platforms and applications
• Flexibility to adapt to and pivot with changing technical requirements and priorities
• Strong troubleshooting and problem-solving skills for hardware and software issues
• Ability to type quickly and accurately
• Ability to work independently and collaboratively to meet deadlines
• Ability to manage multiple technical issues simultaneously
• High level of professionalism and discretion in client interactions
• Ability to read and speak English and Spanish fluently

Why You’ll Love Validic

• Our team is great. We’re talented and passionate folks devoted to our mission and our people.
• Our work is important. We build technology that makes healthcare easier to help people live their best lives.
• Together, we’re solving healthcare’s toughest challenges by enabling personal health data to transform how we diagnose and treat disease, care for people in any setting, and provide personalized care.
  

What Validic Values

• Authenticity - Set aside egos and bring your own flavor
• Freedom - Lead with trust and get Super Healthy Information Technology done
• Empathy - Challenge directly and care personally
• Purpose - Innovate passionately and make an impact

The Fine Print

Location: Remote U.S. based

Hours: 8 hour shifts Monday-Friday between 9:30 a.m.-8:00 p.m. Eastern Time, with flexibility to provide coverage during peak support periods required and possibility of 8 hour shifts Saturday-Sunday between 9:00 a.m.-6:00 p.m. as business needs evolve

Reports to: Senior Director, Client Care
Status: Full-Time/Hourly - No contract or contract to hire requests are being considered.

Compensation and Benefits: The hourly range for this position is $19.00-$23.00. Placement within the hourly range is determined by level of education, knowledge and skills, and relevant years of experience beyond the minimum job requirements. Benefits include medical/dental/vision/life insurance, flexible spending accounts, equity, 401(k), and PTO.

Physical Requirements: Quiet and private workspace equipped with reliable, wired, and secured high-speed internet. Prolonged periods of sitting and working on a computer in a variety of environments with multiple distractions. Performing repetitive gross and fine manipulation of medical devices, technical equipment, and phone controls. Visual acuity for detailed technical documentation and device configuration. Speaking clearly and listening to understand speech of another individual. Must be able to travel up to 10%.

Must be eligible to work in the U.S. - Please note visa sponsorship is not available.

No recruiters, please.

Validic is an Equal Opportunity and Affirmative Action Employer. All qualified applicants receive consideration for employment without regard to age, race, color, genetic information, religion, national origin, sex, sexual orientation, pregnancy, gender, gender identity, gender expression, marital status, disability status, military status, veteran status or any other basis protected by federal, state or local laws.

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