Posted today
Patient Tech Support Associate
Remote (LATAM-based)
Compensation: $1,500–$2,000 USD/month
Full-time, 12PM to 8PM Eastern, Contractor
Tech Stack: Zendesk or similar ticketing system, VR headsets, mobile apps, Wi-Fi/connectivity troubleshooting, CRM tools
At Near, we connect top talent in Latin America with exciting remote opportunities at U.S.-based companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
About the Company:
Our client is an innovative healthcare technology company in the digital therapeutics space, helping patients access therapy at home through VR and app-based treatment experiences. They combine immersive XR/VR technology with healthcare delivery to support patients using prescribed therapeutic devices, and they are building a more accessible, tech-enabled care experience.
About the Role:
We’re looking for a Patient Tech Support Associate who combines strong troubleshooting ability with empathy and confidence on the phone. You’ll support patients using VR therapeutic devices and mobile apps, solve technical and general support issues, and collaborate with internal support and technical teams to keep the patient experience smooth and reliable. This role requires someone who is patient, tech-savvy, clear in communication, and comfortable handling a high volume of phone-based interactions while staying organized and solution-oriented.
You Will:
Diagnose and resolve technical issues with VR headsets, and therapeutic apps, including hardware, software, connectivity, and account access problems.
Guide patients through step-by-step technical fixes and workarounds, adapting explanations to each patient’s level of technical comfort.
Respond to all inbound patient inquiries via phone, email, and support platforms in a timely and professional manner, whether technical or general in nature.
Handle basic, non-technical patient support requests, such as questions about accounts, scheduling, shipping, and general how-to guidance, and route or escalate anything outside the support team's scope.
Support patients over the phone and potentially video, guiding them clearly through product and account-related issues.
Use a ticketing system (Zendesk) to document issues, track escalations, and manage support workflows.
Escalate complex or unresolved technical issues to the Technical and Engineering teams, and follow up to ensure resolution.
Identify patterns in recurring technical problems and share feedback to help improve device reliability and the support process.
Perform basic device diagnostics and coordinate hardware replacements or repairs when needed.
Core hours in PST, with flexibility for schedule changes over time, including possible weekend coverage.
Manage and close support tickets efficiently, with a target pace of touching around 30 tickets per day and closing approximately 20–30.
About You:
Your Background:
1–2 years of experience in customer support, technical support, or a similar patient-facing support role.
Experience with Zendesk or a similar ticketing/support platform.
Strong troubleshooting skills, especially around Wi-Fi, connectivity, and consumer-facing tech products.
Clear, understandable English and confidence speaking on the phone for a large portion of the day.
Comfortable working in a support environment where patient interaction, empathy, and communication are critical.
Able to work well with established mid- to senior-level teammates and learn quickly in a structured support environment.
Junior candidates are welcome; mid-level candidates will also be considered.
Nice to Have:
Experience in healthcare or patient support environments.
Familiarity with VR devices or similar hardware/software products.
Comfort on video calls in addition to phone-based support.
Flexibility for schedule changes over time, including possible weekend coverage in the future.
Compensation & Benefits:
Compensation: $1,500–$2,000 USD/month.
Benefits: 2 weeks of PTO + 10 U.S. holidays
Equipment and VR Headset provided