Technical Service Representative

Job Title:

Department:

Reports To:

Location:

Position Overview:

The Technical Service Representative plays a key role in assisting patients and providers with navigating OPOS technology solutions. The Technical Service Representative will be tech-savvy, personable, and experienced in providing remote technical support, ensuring seamless use of iOS and Android devices, as well as facilitating virtual meetings and appointments.

Key Responsibilities:

Technical Support & Troubleshooting

• Assist patients and providers in navigating OPOS technology platforms and applications on iOS and Android devices.
• Diagnose and resolve technical issues remotely in a timely and professional manner.
• Provide guidance on software installations, updates, and basic device configuration.

Patient & Provider Coordination

• Support patients in accessing virtual consultations via Zoom or other video conferencing platforms.
• Ensure seamless coordination of appointments between patients and providers, including troubleshooting any technical issues related to connectivity or platform access.

Training & Onboarding

• Deliver personalized, easy-to-understand technology training sessions for patients and healthcare providers, empowering them to utilize OPOS tools effectively.
• Create and update instructional materials, such as user guides and FAQs, to improve user experience.

Communication & Collaboration

• Maintain clear, empathetic communication with patients who may have limited technical expertise.
• Work collaboratively with internal teams to escalate unresolved issues or improve platform usability.

Documentation & Reporting

• Accurately document support requests, technical issues, and resolutions in the company’s CRM or ticketing system.
• Provide regular feedback on recurring issues to contribute to product and service improvements.

Required Skills & Qualifications:

• English Proficiency:

  Precise communication is vital for professionals aiming to excel in customer service roles. The specialized nature of call center communication demands focused practice on vocabulary, tone, and problem-solving language.

• Technical Support:

  Proven experience in technical support, preferably in a healthcare or customer-focused environment.

• Troubleshooting:

  Proficiency in navigating and troubleshooting iOS, Android, and Google devices.

• Knowledge:

  Strong familiarity with video conferencing platforms (e.g., Zoom) and remote support tools.

• Communication:

  Exceptional communication skills with the ability to explain technical concepts to non-technical users.

• Detail Oriented:

  High attention to detail and strong organizational skills for coordinating virtual meetings and maintaining records.

• Customer Care:

  Empathy and patience when working with individuals managing chronic pain or complex health conditions.

Preferred Qualifications:

• Experience in a healthcare setting or working with electronic health records (EHR) systems.
• Familiarity with chronic pain management and opioid prescribing protocols.
• Technical certifications (e.g., CompTIA, Apple Certified Support Professional) are a plus

About OPOS, Inc.

OPOS, Inc. provides operational and patient outreach services for medical practices. Our mission is to deliver efficient, patient-centered support that enhances practice performance and patient satisfaction.

About Earning Curve, Limited

Earning Curve Limited supports the OPOS operations and mission by delivering solutions and services. Our people enable operational and patient outreach services and solutions for medical practices for OPOS.