Patient Technology Support Specialist, Aviary

• 1+ year in a help desk, tech support, or customer-facing IT role
• Exceptional patience and empathy — you will regularly work with elderly patients who are not tech-savvy, may be hard of hearing, or frustrated. Your tone matters as much as your technical skill
• Strong troubleshooting instincts: you can diagnose whether an issue is WiFi, device, app, or user error within minutes
• Comfortable with: iPads/iOS, Android tablets, Windows/Mac basics, Zoom, WiFi networking fundamentals, browser troubleshooting
• Excellent verbal communication — you can explain "go to Settings > WiFi > tap your network name" to someone who has never used a tablet before
• Reliable internet connection and quiet workspace for phone-based support
• Available M-F during core hours (flexible scheduling between 10am–8pm ET; shift preference discussed at hire)

Desirable

• Schedule/Shift: Full-Time; 40 hours per week; Mon–Fri between 10:00am–8:00pm ET
• Reporting to: Senior Program Manager
• Team: Clinical Operations
• You will be the dedicated technology lifeline for our patients. When a 72-year-old cardiac patient can't get their tablet to connect to WiFi, when a session freezes mid-exercise, when someone doesn't know their Apple ID password — you're the person who fixes it with patience, clarity, and warmth
• This is not a corporate IT help desk. You are supporting a patient population who may be anxious about technology, recovering from surgery, and relying on your calm guidance to access the care they need
• You'll work as a member of our Patient Engagement team, Exercise Physiologists, and Enrollment Specialists to ensure patients can consistently access their virtual sessions. Your work directly impacts patient retention and clinical outcomes
• Provide real-time technical support during patient sessions via phone and chat (tablet connectivity, Zoom audio/video, app navigation, device troubleshooting)
• Conduct tablet setup calls for newly enrolled patients — walking them through unboxing, charging, WiFi connection, app login, and test Zoom sessions
• Handle tech callback requests from clinicians when patients experience mid-session technical issues
• Troubleshoot common issues: WiFi/internet connectivity, Apple ID and account access, Zoom permissions (camera, microphone), app crashes, browser compatibility for BYOD patients, device reboots and updates
• Coordinate loaner tablet shipments and returns for patients with persistent device issues
• Use remote device management tools to diagnose and resolve tablet issues without requiring patient action
• Document all tech interactions in our task management system (Aviary Platform) with clear resolution notes
• Identify recurring tech patterns and escalate systemic issues to the Product/Engineering team
• Collaborate with Enrollment to ensure BYOD patients complete pre-session tech checks (audio, video, permissions) before their Initial appointment
• Maintain internal knowledge base of common troubleshooting steps and patient-facing guides
• Our patients are elderly adults recovering from heart attacks, bypass surgery, and heart failure. Many struggle with technology. When they can't connect to their session, they miss exercise that strengthens their heart
• When they miss too many sessions, they leave the program. When they leave the program, their health outcomes suffer. Every tech call you resolve keeps a patient in the program and on the path to recovery. In this role, you are not just fixing tablets — you are protecting lives
• *Note: This is a 1099 contractor position