Tech Support

Product Support Technician

The product support technician provides the second level of technical support for customers. The technician assumes ownership of cases assigned by the support team supervisor or open tickets in the support queue. The product support technician will follow through until the case has been resolved, or it's been reassigned to another technician. Product Support Technicians are responsible for working with product developers and other technicians in order to provide efficient support for the customer. In addition, product support technicians will be responsible for promoting company-wide events and promotions that are relevant to the customer. Providing online product training might also be required.

Primary Duties and Responsibilities:

• Remotely connect to those using automated software solutions and assist with clinical, and technical, support issues and/or questions
• Understand, and stay up to date, with industry-related regulations and changes
• Use Fresh Sales as an account management tool, checking and documenting accordingly
• Use Freshdesk as a technical support ticket management tool, checking and documenting accordingly
• Provide general support on the software like billing and other clinical-related components of the software.
• Complete operational requirements by expediting work results
• Contribute to team effort by accomplishing related results as needed
• Resolve cases in a timely manner
• Participate in requested product trainings or staff meetings

Experience and Education Requirements:

• Experience working with providing phone support or assistance to customers
• Background in Nursing or Medical Training a plus
• Fluency in English (Speaking – Reading - Writing)
• Able to follow policies and procedures and provide detailed documentation

Strongly Preferred:

• Experience in Home Health – Billing and/or Clinical
• EMR software experience
• Medical or Coding certification

Working Conditions and Special Demands:

• Availability during 6 am - 6 pm PST timeframe.

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.