AMC Health · 9 hours ago
VA Technical Support Specialist
AUSTIN, TX
Full-time
Onsite
Entry, Mid Level
1+ years expAMC Health delivers advanced virtual caregiving through a whole-person care approach. The VA Technical Support Specialist is responsible for providing high-quality technical and customer support to Veterans and internal care teams, ensuring timely resolution of technical issues and enhancing Veteran satisfaction.
Health Care
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Perform all work in accordance with AMC Health business requirements, departmental procedures, and work instructions
Accept high-volume inbound calls and accurately assess, troubleshoot, and resolve technical and service issues involving Veterans and care coordinators
Provide guidance to Care Coordinators on effective use of AMC Health systems, including CareConsole, to support Veterans
Utilize CRM and ticketing systems (CareConsole, Jira) to document, track, and resolve service requests in accordance with quality standards
Maintain ongoing communication with Veterans regarding issue status, resolution timelines, and next steps
Assist Veterans with setup, troubleshooting, and use of proprietary and non-proprietary medical devices via phone support
Ensure documentation is accurate, complete, timely, and compliant with healthcare and organizational standards
Identify recurring issues and contribute to process improvements, knowledge articles, and training materials
Escalate unresolved or high-risk issues to leadership and technical teams as appropriate and support escalations through resolution
Support learning initiatives, special projects, and other duties as assigned
Work schedules may vary based on business needs, including evenings and weekends
Qualification
Required
1–5 years of experience in a high-volume inbound Helpdesk, Technical Support, or Call Center environment
Experience handling 80–100+ service tickets or calls per day with a focus on first-touch resolution
Proven ability to communicate clearly and patiently with users experiencing technical issues
Experience supporting mobile devices, telephonic equipment, tablets, Bluetooth-enabled devices, and healthcare technology
Strong analytical, problem-solving, and critical-thinking skills
Ability to work independently in a remote environment while maintaining accountability and productivity
Strong organizational, documentation, and time-management skills
Ability to type a minimum of 40 WPM
High school diploma or equivalent required
Must be eligible to obtain and maintain required government clearance to support VA-related programs
Employment is contingent upon successful completion of background checks and ongoing compliance with government security requirements
Failure to obtain or maintain clearance may result in ineligibility for the position
Preferred
Experience supporting Remote Patient Monitoring (RPM), telehealth, or connected medical devices
Experience with healthcare-related equipment such as blood pressure cuffs, scales, pulse oximeters, or similar devices
Experience supporting proprietary medical software platforms
Bilingual (Spanish preferred)
Company
AMC Health
AMC Health is knowledgeable and experienced in helping organizations achieve Patient-Centered Medical Home (PCMH) and Accountable Care
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
York Capital Management
2021-06-29Private Equity
Leadership Team
Nesim Bildirici
Chief Executive Officer
Alan Petrazzi
Executive Vice President, Government Division
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