• Provide Tier I technical support and end-user training to Virtual Health (VH) GlobalMed VH Equipment Program and for other remote VH clinical systems to include installation support and testing. • Create, monitor and resolve trouble/incident tickets (Remedy) with specified time allotted or escalated as per Knowledge Base guidance. • As a system technician for Win10 environment, install and maintain Windows 10 clients and associated peripheral equipment. • Install, troubleshoot, repair and software based teleconferencing equipment, and coordinate medical device client installations. • Coordinate responses to requests from 300+ DHA Enterprise Sites for remote clinical system access, remote equipment installation, and testing of Virtual Health Systems and/or subsystems within the DHA Enterprise. • Act as Reports Manager in Joint Knowledge Online (JKO), tracking and reporting training required to perform Virtual Health Services for the DHA Enterprise Providers and other identified staff. • Maintain the Site Access List (SAL) to deliver documentation to the DHA CHCS PMO for the centralized access web portal for remote user site access. • Image and reimage WIN10 computers and install software on WIN10 clients, either remotely or in person capability as user location dictates. • Create and manage accounts for Composite Health Care System (CHCS)/Armed Forces Health Longitudinal Technology Application (AHLTA)/ESSENTRIS platforms for VMC clinical staff. Provide end-user support for these accounts. • Create and manage MHS Video Connect accounts for DHA Enterprise VH providers and MSA Staff in accordance with SOP specifications and Knowledge Base guidelines. • Train market representatives and providers in the use of MHS Video Connect as accounts are created. Assist users with issues with MHS Video Connect sessions if required. • Troubleshoot, repair and test computer workstations, monitors, cameras, printers, peripherals and teleconferencing equipment including Cisco VTC systems. • Perform equipment issue and tracking tasks. • Install and configure computer workstations, monitors, cameras, printers, peripherals and related cabling for VTC systems. • Participate in continuous process improvement activities and make recommended changes to SOPs or Knowledge Base.

• Deliver exceptional customer service by handling inbound calls, emails, and customer inquiries with professionalism and enthusiasm. • Educate potential customers on available services, procedures, and solutions while creating a positive customer experience. • Build strong customer relationships and represent the brand professionally during every interaction. • Convert qualified inbound and outbound sales opportunities into booked services while maintaining strong sales performance and close-rate metrics. • Follow established sales processes, contact center procedures, and quality standards to ensure operational excellence. • Accurately document customer interactions and maintain records within CRM and internal systems. • Collaborate with team members to achieve performance goals, customer satisfaction targets, and key business KPIs. • Demonstrate reliability, accountability, and consistent attendance while thriving in a fast-paced remote sales environment.

• Deliver exceptional customer service by handling inbound calls, emails, and customer inquiries with professionalism and enthusiasm. • Educate potential customers on available services, procedures, and solutions while creating a positive customer experience. • Build strong customer relationships and represent the brand professionally during every interaction. • Convert qualified inbound and outbound sales opportunities into booked services while maintaining strong sales performance and close-rate metrics. • Follow established sales processes, contact center procedures, and quality standards to ensure operational excellence. • Accurately document customer interactions and maintain records within CRM and internal systems. • Collaborate with team members to achieve performance goals, customer satisfaction targets, and key business KPIs. • Demonstrate reliability, accountability, and consistent attendance while thriving in a fast-paced remote sales environment.

• Handle inbound call volume, with expectations of taking about 30-35 post-sales calls/chats per day • Provide single call resolution on all calls and handling escalations to the best of your ability • Maintain excellent customer service standards through call quality, problem-solving, ownership over any customer issue, and going above & beyond to address all needs • Maintain customer records by logging and retaining correct and precise information in Salesforce.com • Identify website, process, product page, post-call related inefficiencies or bugs and report them using ServiceNow • Work with a team of 5-10 Customer Experience representatives • Success will be measured through call quality, calls per hour, adherence to schedule and de-escalation metrics every month • Demonstrate strong verbal communication skills with the ability to engage customers • Attend all scheduled small group trainings • Complete all Brand Sales Trainings each month