Job Description

Success in this role is measured by accurate and efficient device resolution, complete documentation, sound technical judgment, and effective partnership with Quality Assurance on replacement and regulatory review. Specialists use approved troubleshooting protocols as a framework rather than a rigid script, adapting support to the patient's device and issue while avoiding commitments outside Altivera's control. Therapy or care-plan questions are handed to Therapy Support, and potential safety, adverse-event, or regulatory concerns are escalated promptly to Quality Assurance.

Core Competencies

• Technical Troubleshooting — Diagnoses device connectivity, pairing, setup, and error-code issues methodically and guides non-technical patients through resolution step by step.

• Quality & Compliance Orientation — Understands the relationship between accurate device documentation, replacement review, and FDA quality requirements and partners appropriately with Quality Assurance.

• Patient & Customer Focus — Provides responsive, clear, and professional support that builds trust with patients, clinics, coworkers, and internal partners.

• Documentation Accuracy — Captures device issue types, technical details, troubleshooting activity, and outcomes completely and accurately to support patient records and quality reporting.

• Critical Thinking & Decision-Making — Identifies the underlying device issue, evaluates available resources and risk, and selects the appropriate resolution or escalation path.

• Collaboration & Handoffs — Coordinates effectively with Therapy Support, Quality Assurance, and other internal teams when a concern moves outside technical-support scope.

• Adaptability — Responds effectively to changing products, workflows, priorities, and patient needs while maintaining quality and compliance.

• Prioritization & Time Management — Balances inbound and outbound support activity, documentation, replacement coordination, and follow-up while meeting productivity expectations.

Essential Duties & Responsibilities

Device Troubleshooting & Support

• Conduct inbound and outbound patient contacts to troubleshoot device functionality, including connectivity, pairing, setup, and error-code issues.

• Walk patients through device setup, usage instructions, and step-by-step technical resolution using approved troubleshooting protocols and documented workflows.

• Communicate clearly regarding device functionality, warranty parameters, replacement processes, and expected next steps without making commitments outside Altivera's control.

• Recognize when a patient question shifts from device functionality to prescribed therapy or care-plan guidance and hand off cleanly to a Therapy Support Specialist.

• Provide timely follow-up on unresolved technical issues and maintain clear ownership through resolution or appropriate escalation.

Documentation & Quality Assurance

• Process device replacement and repair requests, including required documentation, internal coordination, and shipping-related activities.

• Accurately document device issue types, network status, device identification, troubleshooting steps, outcomes, and other required technical fields in Altivera systems.

• Partner with Quality Assurance to ensure proposed replacements receive required review and comply with applicable FDA quality requirements before processing.

• Escalate device issues with potential safety, adverse-event, complaint, or regulatory implications to Quality Assurance promptly and accurately.

• Maintain complete, professional, and audit-ready patient and device records.

Operational Excellence

• Meet established productivity, resolution quality, documentation, compliance, responsiveness, and performance expectations.

• Identify recurring device issues, failure patterns, and process-improvement opportunities and communicate trends to leadership and appropriate partners.

• Maintain schedule adherence, attendance, and professional communication standards.

• Complete required product, troubleshooting, quality, and compliance training and incorporate coaching and feedback into daily work.

• Perform other duties and special projects as assigned.

Success Measures

• Accurate and efficient device troubleshooting and resolution

• Complete and compliant technical documentation

• Quality Assurance partnership and replacement-review adherence

• Productivity, responsiveness, and resolution-quality performance

• Appropriate escalation of safety, adverse-event, and regulatory concerns

• Reduction in avoidable replacements through effective troubleshooting

Experience & Education

• High school diploma or equivalent required.

• Experience in technical support, IT helpdesk, consumer electronics support, DME technical support, or a similarly troubleshooting-intensive role.

• Strong verbal and telephone communication skills with the ability to guide non-technical patients through step-by-step troubleshooting.

• Strong organizational skills with the ability to manage multiple priorities and document technical details precisely.

• Proficiency using CRM systems and Microsoft Office applications.

• Healthcare, DME, or medical device experience preferred.

• Familiarity with FDA quality/compliance requirements or experience partnering with a Quality Assurance function preferred.

• Experience working in a metrics-driven contact center preferred.

• Basic medical or insurance terminology knowledge from a healthcare-adjacent role preferred.

• Ability to exercise sound judgment, follow approved protocols, and escalate technical, safety, regulatory, or therapy-related concerns appropriately.