Technical Solutions Specialist

PaceMate® Technical Solutions Specialist (full-time, 100% remote job)

Primary Location: U.S. 

JOB SUMMARY

The PaceMate® The Technical Solutions Specialist is a self-starter with proven technical experience who has excellent time management skills and problem-solving abilities and thrives in a fast-paced environment. The Technical Solutions Specialist is the primary technical PaceMate contact for assigning accounts. The Technical Solution Specialist will assist the Account Manager and the customer to help troubleshoot and resolve any technical related issue. The Technical Solutions Specialist will also support all technical workflows related to the PaceMate software for both internal teams and customers as outlined below.

PaceMateLIVE ®is the only cardiac remote monitoring platform offering integration with all EHRs and all cardiac device types in one dashboard, providing all patient data live from day one, and enabling intelligent patient prioritization with its unique Auto-Triage™ feature that focuses on the actionable first.

Joining the PaceMate® team means becoming a vital part of a group that is dedicated to using technology to benefit patients, caregivers, and hospital administrators while driving healthy turnkey solutions that identify lost revenues and inefficiencies. 

PaceMate® offers full-time employees a robust compensation and benefit package including health and prescription coverage, dental, vision, long-term disability, short-term disability, AD&D, flexible spending account, healthcare savings account, 401k retirement savings, discount program, employee assistance program, financial wellness program, paid time off, legal insurance, hospital indemnity, critical illness, and accident coverage.

ESSENTIAL FUNCTIONS

• Technical Project Management: Initiate and direct the PaceMate clinic build and vendor site connections for each new PaceMate customer.
• Host vendor alert calls during the onboarding process.
• PaceMate software platform performance management: Monitor the end-to-end IT infrastructure and interface performance for each assigned PaceMate customer.
• Support troubleshooting of EMR related issues and escalate issues when necessary.
• Support EMR Go-Lives by working with Integration and Account Management teams to ensure a smooth and responsive customer experience. 
• Partner with the customers to understand their technical issues, assist, research, resolve, and de-escalate issues through effective ownership.
• Support on-site customer launches when needed to ensure a smooth and responsive customer experience.
• Support customer meetings that involve technical troubleshooting. Support customer calls for training or general requests from the customer when the account manager is not available.
• Support customer calls for training or general requests from the customer when the account manager is not available. 
• Act as a resource to ensure continuity and redundancy in vendor site connection QA and maintenance activities, to include pre-arranged weekend monitoring schedules.
• Collaborate with internal teams including commercial sales and marketing, technical resources, and clinical operations leadership. 
• Keep accurate account management records within Hubspot, project management and PaceMate developer tech stack. 
• Maintain One Login and Walkme request for each assigned customer. 
• Process Hubspot tickets in a timely manner for assigned customers. 
• Provide Support for Customer Support Request when needed.

EDUCATION, TRAINING, AND EXPERIENCE REQUIREMENTS

• Bachelor’s degree required; science/health-related field is preferred. -or an equivalent combination of education and experience et
• Minimum 2-3 years’ experience in technical support roles within the cardiac device industry. 
• Working knowledge of cardiac device and remote monitoring best practice experience preferred. 
• Excellent written, electronic, and oral communication and presentation skills. 
• Ability to manage multiple priorities, while maintaining attention to detail. 
• Desire to learn and implement new technologies. 
• Experience working effectively within a remote, cross-departmental environment, specifically in a healthcare startup setting preferred. 
• Ability to prioritize tasks and resources, meet deadlines, and be flexible to changing priorities. 
• Excellent computer skills (Microsoft Office Suite, Word, Excel, Adobe PDF, PowerPoint, Outlook, Teams, and Electronic Health Record platforms). 

REQUIRED EQUIPMENT
 Must have stable, reliable internet access.

REPORTING RELATIONSHIPS

Supervised by: Director of Technical Services
Supervises: None

COMPANY DESCRIPTION

PaceMate® is a pioneering force in cardiac remote monitoring and data management. We’re driven by a mission to modernize digital healthcare and envision a future of connected personalized cardiac care. Since 2015, PaceMate has been simplifying and streamlining device clinic operations with one easy-to-use platform—PaceMateLIVE®. As the industry’s only comprehensive cardiac remote monitoring solution, PaceMateLIVE® uniquely pairs device and EHR data and prioritizes patient care intelligently. Visit PaceMate.com to see how together—We never miss a beat.®