About this role
Provide phone support to Veterans for VA-provided telehealth and digital health devices, including setup, troubleshooting, and education. Document every interaction in ticketing systems and support device reconciliation and reporting using PowerBI.
Key Responsibilities
- Provide inbound and outbound call support
- Support device setup and basic troubleshooting including connectivity issues
- Document calls, troubleshooting steps, and resolutions in ServiceNow
- Perform device reconciliation and verify device functionality, data accuracy, and usage reporting
- Order and track retrieval kits for device return and reconciliation
Technical Overview
Guides users through initial device setup and basic troubleshooting (including Wi-Fi and video application issues), assists with pairing peripherals like blood pressure monitors, scales, thermometers, pulse ox devices, and Eko Duo. Performs reconciliation by verifying device functionality and data accuracy, and uses ServiceNow and PowerBI for documentation and reporting.
Ideal Candidate
The ideal candidate is an entry-level to early-career technician who can provide inbound and outbound call support for telehealth and digital health devices. They are comfortable guiding users through device setup and troubleshooting, documenting in ServiceNow, and performing device reconciliation and reporting using PowerBI.
Must-Have Skills
inbound and outbound call supportdevice setup and basic troubleshootingaccurate documentation of interactionstroubleshooting stepsand resolutions in ticketing systemsdevice reconciliation and reporting activitiesorder and track retrieval kits for device return and reconciliationprotect sensitive and confidential information in compliance with security and privacy requirements
Tools & Platforms
ServiceNowPowerBI
Required Skills
inbound call supportoutbound call supportdevice setupbasic configuration of mobile devicespairing and setup of peripheralswi-fi troubleshootingvideo applications troubleshootingserviceNowPowerBIpowerbi dashboardsdevice reconciliationdocumentationmedical record documentationprivacy compliance
Hard Skills
inbound and outbound call supportdevice setup and basic configuration of mobile devicespairing and setup of related peripheralsblood pressure monitorsscalesthermometerspulse oxEko DuoWi-Fi troubleshootingvideo applications troubleshootingdevice troubleshootingticketing systemsServiceNowreporting toolsPowerBIPowerBI dashboardsdevice reconciliationordering and tracking retrieval kits for device returndocumenting provider notesmedical record documentationverify device functionalityverify data accuracyusage reportingconfidentiality and privacy compliance
Soft Skills
customer serviceexplain technology in user-friendly termsprofessional demeanorempathetic and patient-focused servicecalm support when diagnosing issuesdocumentation accuracycollaboration with colleaguesescalation of potential risksattendance and punctualityteam accountability
Keywords for Your Resume
Connected Device SupportReconciliation Support TechnicianConnected Device & Reconciliation Support Representativeremoteinbound and outbound call supportdevice setupbasic configuration of mobile devicespairing and setupblood pressure monitorsscalesthermometerspulse oxEko DuoWi-Fi troubleshootingvideo applicationsticketing systemsServiceNowPowerBIPowerBI dashboardsdevice reconciliationreporting toolsusage reportingmedical record documentationprivacy requirementssecurity requirements
Deal Breakers
Inability to provide phone-based technical support, No experience documenting in ticketing systems such as ServiceNow, No ability to perform device reconciliation and reporting activities
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