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?

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