Tier 1 Device Support Specialist

About the Role

Brook runs Remote Patient Monitoring (RPM) programs where patients manage chronic conditions from home using connected medical devices (blood pressure monitors, weight scales, glucose meters) that transmit readings to their care team. The Tier 1 device‑support function is being stood up, and specialists will resolve day‑to‑day device and logistics issues while helping establish decision trees, scripts, escalation paths, and quality standards.

The position is on‑site in Bellevue, WA, working closely with the Device Operations team and coordinating with nurses, health coaches, and dietitians.

Responsibilities

• Troubleshoot devices with patients over the phone using documented decision trees to isolate setup, connectivity, device, or phone issues.
• Manage device returns end‑to‑end (RMA process): confirm return details, create and track returns, deactivate cellular SIMs, and assist patients with replacement device setup.
• Explain device operation and best practices, including how to obtain usable readings.
• Document every interaction accurately in ticket notes, recording patient reports, actions taken, and open items.
• Confirm logistics details such as addresses, device models, serial numbers, and tracking information.
• Escalate issues that exceed Tier 1 scope—hardware faults, platform defects, or clinical questions—with complete tickets.
• Identify and flag recurring failure patterns for broader investigation.
• Help shape Tier 1 standards by providing feedback on scripts, decision trees, escalation paths, and quality standards.
• Collaborate and hand off issues to appropriate teams: clinical questions to the Care Team, technical faults to engineering, device refurbishment to logistics, workflow changes to Device Operations owners.
• Maintain patient privacy in accordance with HIPAA, accessing only information required for the task.

Requirements

• Customer support, help‑desk, or contact‑center experience troubleshooting technical issues over the phone with non‑technical callers.
• Calm, confident phone presence (inbound and outbound) with patience to repeat steps and strong listening skills.
• Experience working tickets in Zendesk or a comparable system, handling cases from multiple channels.
• Strong follow‑through on multi‑step processes that may span several days.
• Clear, complete documentation enabling the next reader to act without additional clarification.
• Working understanding of HIPAA and patient‑privacy requirements.
• Ability to work on‑site in Bellevue, WA, Monday‑Friday, 8:00 AM – 5:00 PM Pacific for the full engagement.
• Authorization to work in the United States (no visa sponsorship).

Preferred Qualifications

• Experience in healthcare, remote patient monitoring, medical devices, or another regulated environment.
• Hands‑on familiarity with connected health devices such as blood pressure monitors, weight scales, or glucose meters.
• Specific experience with Zendesk, including macros and views.
• Experience supporting older patients or customers.
• Comfort working across multiple platforms with varying information access.
• Conversational Spanish.

Pay

Rate: $27–$33 per hour, depending on experience.

Schedule

On‑site, Monday through Friday, 8:00 AM to 5:00 PM Pacific Time.