Customer Success Associate

Company Overview : Dozee Health AI is the pioneer in Contactless Remote Patient Monitoring (RPM), proven to drive transformation at scale. Headquartered in Bengaluru, India, Dozee has emerged as India’s no. 1 RPM Company. We are seeking visionary individuals to help us in this very exciting  journey. As a part of our dynamic team, you’ll have the opportunity to collaborate with top healthcare providers in the country, applying AI-powered RPM solutions to tackle some of the most pressing challenges in healthcare - enhancing staff efficiency, improving patient outcomes, and pioneering the next generation of care models
Role Overview:
A Field Customer Support Associate for a Remote Patient Monitoring (RPM) company plays a crucial role in ensuring smooth device installation, troubleshooting technical issues, and assisting healthcare professionals (mainly nurses) in operating the system effectively.

Responsibilities

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1. Device Installation & Setup
• Travel to healthcare facilities or patient homes to install RPM devices (e.g., sensors, monitors, software setups).
• Ensure proper device calibration and network connectivity.Conduct initial setup tests to verify functionality before leaving the site.

2. On-Site Troubleshooting & Technical Support
• Respond to service requests to fix malfunctioning or non-responsive devices.
• Diagnose and repair minor hardware/software issues or escalate complex problems.Maintain and replace defective devices as needed.
• Ensure all firmware and software updates are applied to devices.

3. Training & Assistance for Nurses & Care Teams
• Guide nurses and caregivers on how to operate, maintain, and interpret device readings.
• Provide quick troubleshooting tips to nursing staff for common device issues.
• Ensure facility compliance protocols and company guidelines during device usage.Facilitate onboarding telehealth equipment as needed

4. Inventory & Maintenance ManagementMaintain an inventory of devices, replacement devices, and peripherals.
• Track device deployment, retrievals, and replacements in the system.Ensure proper storage and transportation of devices to prevent damage.

5. Documentation & Reporting
• Log all installation, troubleshooting, and repair activities in the system.
• Report recurring issues to the engineering or product teams for improvements.
• Maintain service logs, customer interactions, and resolution statuses.

6. Compliance & Safety Adherence
• Follow HIPAA regulations and company policies to ensure patient data privacy.
• Adhere to safety protocols while handling medical-grade electronic devices.
• Ensure devices meet hospital infection control standards before and after installation.

7. Communication & Coordination
• Coordinate with customer support teams, engineers, and logistics teams for smooth service execution.
• Provide feedback to product development teams based on field observations.
• Relay customer complaints and suggestions to higher management.

Key Skills Required

• Technical troubleshooting & basic hardware installation
• Strong communication & customer service
• Familiarity with healthcare settings & medical devices
• Ability to lift and transport devices safelyBasic knowledge of IoT & networking (preferred)

This role requires frequent travel within assigned regions and offers an hourly compensation structure.

About Dozee (www.dozeehealth.ai)
Vision & MissionSave Million lives with Health AI
Dozee is India’s leading AI-Powered contactless Remote Patient Mon