Product Hardware Technical Support Specialist

Join PatientPoint to be part of a dynamic team committed to empower better health. As a leading digital health company, we innovate to positively impact patient behaviors. Our purpose-driven approach offers an inspirational career opportunity where you can contribute to improving health outcomes for millions of patients nationwide.

Location: New York City, NY

Hybrid Schedule: 3 days in office / 2 days at home weekly

Job Summary
The Product Hardware Technical Support Specialist is responsible for providing technical support for product hardware to assist internal teams (sales, engineering, content, …) teams and trade shows with shipping, configuration, setup, and maintenance. This includes working closely with sales and other internal teammates to ensure that they receive the correct hardware and that it is properly configured to meet their needs. The Technical Support Specialist will also travel to trade shows to set up and maintain product hardware booths and displays.

What You’ll Do

• Collaborate with sales representatives to ensure that they receive the correct hardware and that it is properly configured to meet their needs.

• Work out of a Jira project to ensure all internal requests for HW is fulfilled in a timely manner. Setup and manage a KPI around turn around time for such requests.

• Provide technical support to customers over the phone, email, and chat.

• Problem-solving skills: You are a critical thinker who can stay calm under pressure and find creative solutions to technical challenges.

• Excellent communication skills: You can explain complex technical concepts to non-technical audiences concisely.

• Troubleshoot and resolve hardware issues.

• Work closely in Salesforce to order correct equipment from our warehouse. Understand logistics around shipping using FedEx or UPS

• Travel to trade shows to set up and maintain product hardware demonstrations and displays. Maintain and Manage our Innovation Centers with product and technology showcase booths

• Provide training to sales representatives and trade show staff on product hardware.

• Keep up to date on the latest product hardware and technologies.

What We Need

• Extensive knowledge in Computer Science, Information Technology, or a related field.

• 2+ years of experience in technical support.

• Experience with product hardware installation, configuration, and troubleshooting.

• Familiarity with Android OS and Linux OS setup (Tools like Adb, Screen share from Android)

• Excellent customer service and communication skills. Be able to set the right expectation with our internal customers.

• Ability to work independently and as part of a team.

• Ability to travel frequently.

Desired Qualifications

• Experience working in a fast-paced environment.

• Experience with trade show setup and maintenance.

• Experience with product demos.

• Experience with training and development.

• Experience with project management.

What You'll Need to Succeed

• Deep curiosity.

• Ability to prioritize across multiple internal and external priorities.

• Attention to detail.

• Ability to balance collaboration and independence in a high-energy environment.

• Ability to communicate complex ideas simply.

Base Salary Band: $50,481 - $96,685

Compensation: At PatientPoint We are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including skills, qualifications, geographic location and professional experience, which can cause your compensation to vary. The range listed is just one component of PatientPoint’s total compensation package for employees. For additional details on our total benefits package, please review the section “Why PatientPoint?” at the end of this job description.