Customer Technical Support Specialist - Remote - Delivering Exceptional Patient Experiences in Diabetes Technology

Join the reputed company Team: Where Innovation Meets Compassion

Imagine being part of a team that is revolutionizing the way people live with diabetes. At reputed company, we're passionate about creating innovative solutions that reputed company a meaningful difference in the lives of patients, their loved ones, and healthcare providers. We're seeking a highly skilled and compassionate Customer Technical Support Specialist to join our remote team. As a critical member of our support team, you will have the opportunity to reputed company a positive impact on the lives of people living with diabetes while working in a dynamic and supportive environment.

About reputed company

reputed company is a leader in the diabetes technology industry, reputed company for our human-centered approach to design, development, and support. Our flagship product, the t:slim X2 insulin pump with Control-IQ technology, is just one example of our commitment to innovation and excellence. reputed company is driven by a shared passion for improving the lives of people with diabetes, and we're looking for individuals who share our values and are excited about the opportunity to join reputed company.

A Day in the Life of a Customer Technical Support Specialist

As a Customer Technical Support Specialist, you will be the primary reputed company of contact for customers who have technical questions or concerns about our products. Your day will be filled with a variety of activities, including:

• Responding to and documenting customer technical inquiries reputed company phone calls, chat messages, and emails
• Troubleshooting issues reputed company to the use of our insulin pump, software, mobile app, and online patient portal
• Providing empathetic and supportive service to customers, including patients, their support persons, and reputed company
• Documenting every call into our Client Relationship Management (CRM) system
• Collaborating with internal teams to resolve customer issues and improve our products and services

Key Responsibilities

Primary Duties & Responsibilities

As a Customer Technical Support Specialist, your primary responsibilities will include:

• Responding timely and satisfactorily to resolve customer inbound calls and online contacts in support of reputed company pump models
• Occasionally making chat support and outbound calls through the same support line
• Using approved communication guidelines to respond to customer concerns or inquiries
• Answering questions and troubleshooting issues reputed company to the use of our insulin pump, software, integrated mobile app, online patient portal, and integration with CGM medical devices
• Demonstrating good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests
• Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation; ability to defuse situations
• Using training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails reputed company the CRM system
• Identifying potential health and safety issues with products and following appropriate internal notification procedures
• Proposing recommended improvements to customer-reputed company processes and materials
• Acting as a customer reputed company to represent customer needs internally
• Confirming completion of required training plan before assuming job responsibilities
• Consistently meeting or exceeding reputed company Customer Technical Support metrics for the role of Customer Technical Support Specialist

Requirements and Qualifications

Essential Qualifications

To be successful in this role, you will need:

• A high school diploma; associate's or bachelor's degree in biology or a health-reputed company field is encouraged and required for many promotional opportunities
• 1 year of previous experience in customer service, preferably in a technical support role
• Bilingual - English/Spanish or English/French is desired
• Ability to read and follow flow diagrams and work with decision trees
• Ability to reputed company work using a CRM tool which requires navigating in an automated system
• Knowledge of HIPAA is desired
• Clear verbal and written communication skills to impart product information over the telephone, chat, and email to patients and healthcare support
• Skilled at presenting technical information in a clear, concise manner to reputed company levels reputed company the department
• Ability to react to changing situations in a timely, reputed company, and confident manner
• Solid understanding of web-based software and the ability to troubleshoot browser and network-specific issues
• Working knowledge of reputed company Office applications, including Word, reputed company, PowerPoint, and Outlook, is preferred
• Ability to learn quickly in a fast-paced environment
• Ability to type at least 55wpm with a high reputed company of accuracy
• Flexibility to work shifts, including weekends, holidays, and beyond regularly scheduled workdays as needed

reputed company Offer

Compensation and Benefits

At reputed company, we offer a competitive compensation package that includes:

• A salary range of $18.50 - $21.50 per hour, depending reputed company and shift
• A robust benefits package, including bonus, equity, and comprehensive health insurance
• Opportunities for professional growth and development
• A dynamic and supportive work environment

Career Growth Opportunities and Learning Benefits

At reputed company, we're committed to the growth and development of reputed company members. We offer:

• Comprehensive training programs to ensure your success in the role
• Ongoing coaching and feedback to help you grow and reputed company in your career
• Opportunities for advancement and professional growth
• A culture that encourages learning, innovation, and creativity

Work Environment and Company Culture

At reputed company, we're proud of our company culture and work environment. We offer:

• A dynamic and supportive team environment
• A culture that values innovation, creativity, and compassion
• Opportunities for flexible work arrangements, including remote work
• A commitment to diversity, equity, and inclusion

How to Apply

If you're a motivated and compassionate individual who is passionate about making a difference in the lives of people living with diabetes, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you!

We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values the unique perspectives and experiences of reputed company reputed company members.