Jr Tech Support Agent (ios & android)

We are seeking a Technical and Support Agent to support coaches and users on our Platform.

The ideal candidate will have strong troubleshooting skills, technical expertise, and the ability to communicate effectively in both English and Spanish.

Key Responsibilities:

• Serve as the first point of contact for coaches who interact with patients and users.
• Troubleshoot and resolve mobile device issues, including Bluetooth connectivity, on Android and iOS platforms.
• Act as a customer-focused advocate, delivering superior technical support to drive user satisfaction.
• Triage user issues to determine the appropriate next steps and resolve problems efficiently.
• Reach out to patients to help them resolve any issues, ensuring continued platform use.
• Escalate complex issues to logistics, engineering, operations, or senior management when necessary.
• Provide technical training and support to coaches, ensuring they can address user concerns effectively.
• Assist in creating and updating user documentation.
• Manage NPS surveys by collecting patient feedback, entering data into tracking systems, and addressing issues raised in survey responses.

Qualifications:

• Bachelor’s degree with 2-3 years of experience in a technical support role.
• Bilingual proficiency in both English and Spanish.
• Strong problem-solving skills with experience in mobile devices (iOS, Android), Bluetooth functionality, and app troubleshooting.
• A technical foundation with cloud technologies and mobile platforms.
• Previous experience in the healthcare industry or with patient interaction is a plus.
• Excellent communication skills, both verbal and written.
• A customer-focused mindset with the ability to take ownership of issues and follow through to resolution.
• Availability during regular working hours and flexibility to assist beyond hours, including weekends as needed.