Telemedicine Customer Support Coordinator (Helpdesk Level 1)

Quick Facts

Role: Telemedicine Customer Support Coordinator (Helpdesk Level 1)

Description

Coordinate first-level technical customer support for telemedicine solutions and act as the primary point of contact for healthcare organizations and patients. Handle common issues, triage and escalate complex cases to specialists, and provide phone support for setting up telemedicine kits. Support preparation, testing, inventory, and distribution of telemonitoring device sets.

Responsibilities

• Coordinate customer support requests from patients, healthcare staff, hospital IT, and project teams
• Sort/triage issues, resolve at first level, document in Jira, and keep users informed
• Hand off complex incidents to specialists/vendors; track progress and confirm results with the user
• As support grows, lead a team of 2–3 helpdesk colleagues; assign work and support their troubleshooting
• Manage inventory and tracking of medical devices and mobile devices; coordinate receiving, preparation, and distribution of telemedicine kits
• Prepare and configure telemonitoring sets (mobile apps, smartwatches, and connections to devices like blood pressure monitors or scales)
• Test prepared sets and record the basic check performed
• Ensure shipment of kits and patiently guide patients by phone to set up and use devices and the app
• Monitor technical status of telemedicine systems and patient devices; arrange repair or replacement when devices fail

Requirements

• Prior experience with first-level technical or application support and ticketing/evidence of requests; Jira experience is a plus
• Strong communication skills, patience, empathy; able to coordinate among IT, project teams, and healthcare users
• Technical orientation: comfortable with IT systems, mobile phones, and applications; able to describe issues systematically and learn new software quickly
• Attention to detail and reliability in managing tickets, inventory records, and information handoffs; test devices before sending
• Independence and proactive approach; organize work and propose improvements for efficiency and cost savings
• Team mindset and willingness to collaborate
• Full-time availability to work in the Brno office

Benefits

• Work on technologically innovative projects with societal impact
• Meaningful role helping healthcare professionals, hospital teams, and patients
• Training in supported systems, telemedicine software, and devices
• Opportunity to grow into team leadership as support volume increases
• 5 weeks vacation and 1 week health leave
• Education/continuing training contribution
• Friendly, supportive working environment in Brno