Technical / Customer Support Representative (Bilingual - English / Spanish)

Job Posting: Technical Support Representative (Bilingual – English/Spanish) Location: Fully Remote (United States)Preferred Time Zones: Eastern Time (ET) & Pacific Time (PT)Employment Type: Full-TimeCompany: DrKumo, Inc. About DrKumoDrKumo is a leader in secure, intelligent digital health solutions for Chronic Care. We are a digital health technology company recently awarded, alongside three other vendors, a $1.032 billion contract with the U.S. Department of Veterans Affairs for Remote Patient Monitoring Home Telehealth (RPM-HT). Our platform integrates real-time digital health technologies, AI/ML, and disease management protocols to empower patients and support healthcare providers. DrKumo holds URAC Full Accreditation in Telehealth Support Services and complies with military-grade security standards, including FIPS 140-3 and NIST requirements. The RoleWe are seeking a remote, bilingual (English/Spanish) Technical Support Representative to serve as the first point of contact for technical support and enrollment assistance for end-users, including U.S. Veterans. This role supports users across their full lifecycle, from pre-boarding and onboarding through daily device use, ensuring connected medical devices and software platforms remain functional, secure, and easy to use. The position requires participation in a rotating schedule aligned to Eastern Time (ET) to meet contractual coverage requirements. Essential Job Functions Technical Support & First Touch Resolution • Staff the remote Customer Call Center to ensure appropriate coverage while consistently applying and improving First Touch Resolution (FTR) practices • Provide front-line technical support for DrKumo’s ecosystem, including connected medical devices, cellular connectivity, and software platforms • Diagnose and resolve device connectivity issues, pairing errors, and software navigation problems • Guide users through proper device setup and usage to ensure accurate data transmission • Deliver all technical support in English or Spanish, based on user preference Help Desk Operations & Documentation • Record, track, and document all support interactions accurately in the ticketing system, including bilingual support notes • Keep users informed of the status of unresolved issues through timely updates and follow-ups • Escalate unresolved technical or clinical issues to Engineering or Care Management teams in accordance with defined escalation protocols • Conduct inbound and outbound calls, including welcome calls for newly enrolled users Onboarding, Training & Knowledge Management • Perform remote virtual walkthroughs to support pre-boarding and onboarding • Assist clinical staff with provider portal navigation and end-users with in-home device setup • Translate complex technical processes into clear, step-by-step instructions for non-technical users • Maintain and improve technical knowledge of DrKumo hardware and software solutions over time Collaboration, Compliance & Quality • Develop and maintain strong working relationships with Patient Services, Engineering, Development, and other internal teams • Work in accordance with Quality System requirements and all Corporate and Departmental policies and procedures • Demonstrate knowledge of applicable laws, regulations, and policies, including patient privacy and data security protections • Adhere to rotating schedules to ensure coverage during required contract hours Required Coverage Windows (Eastern Time) • Monday – Friday: 7:00 AM – 9:00 PM • Saturday, Sunday & Federal Holidays: 2:00 PM – 6:00 PM Required qualifications • 5+ years of call center experience supporting telehealth and remote patient populations • Bilingual proficiency in English and Spanish (verbal and written) • U.S. Citizenship required • Ability to pass E-Verify, background check, and any VA-required clearances • Experience supporting SaaS platforms and connected hardware devices • Prior inbound and outbound technical support experience • Strong technical documentation and written communication skills • Comfortable conducting remote walkthroughs and user training sessions • Willingness to work rotating shifts, weekends, and federal holidays aligned to ET coverage Preferred • Experience in healthcare, telehealth, or other regulated environments • Familiarity with call center operations, ticketing systems, and escalation workflows • Associate’s or Bachelor’s degree in IT, Computer Science, Communications, or equivalent practical experience Work Environment • Fully remote position within the United States • Requires reliable internet, secure workspace, and the ability to handle sensitive health and veteran data Pay: $24.00 - $26.00 per hour Benefits: • 401(k) matching • Dental insurance • Health insurance • Paid time off Application Question(s): • Are you a US Citizen? • Are you willing and able to undergo and pass a U.S. Department of Veterans Affairs (VA) Background Investigation, E-Verify, and a comprehensive company background check? • Are you willing to undergo and pass a federal-level drug screening in accordance with the Drug-Free Workplace Act? • Do you have a dedicated, private, and secure room with a closing door to conduct support calls, ensuring the total confidentiality of patient and federal government data? (Open-concept rooms or shared spaces do not qualify). • Are you able to work in an environment free from background noise and interruptions during scheduled shifts? • Do you have a dedicated high-speed internet connection (minimum 25 Mbps download / 10 Mbps upload) that is not public, shared, or mobile hotspot-based? • This role requires a rotating shift covering 7 AM – 9 PM EST (Mon–Fri) and 2 PM – 6 PM EST (Sat, Sun, and Federal Holidays). Are you able to work any shift within these hours without restriction? • Do you have any secondary employment, school or side work that would conflict with the required working hours or on-call expectations for this role? • In your last three professional roles, what was your average length of employment? • Have you ever been laid off or terminated from a position due to performance or attendance issues? (If yes, please briefly explain). • Have you ever been terminated or asked to resign due to violations of security, ethics, or data privacy policies? • Do you have prior experience using multi-factor authentication (MFA) in a professional environment? • Do you have 3-5 years of experience using enterprise ticketing systems such as ServiceNow, Remedy, Jira, Odoo, Salesforce or similar? • Have you supported users in a technical troubleshooting role involving hardware, software, or Bluetooth connected devices? Work Location: Remote Apply tot his job Apply To this Job