Customer Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical assistance to potential and existing customers, patients, caregivers, and healthcare professionals through phone, chat, and email channels.

• Evaluate and address customer inquiries, documenting interactions in the CRM system.

• Provide support for all insulin pump models and respond to customer communications.

• Offer chat assistance and make outbound calls as necessary.

• Address questions and troubleshoot issues related to Tandem insulin pumps, software, mobile applications, the t:connect patient portal, and CGM integrations.

• Choose suitable methods and techniques to fulfill customer requests.

• Calmly manage stressful customer situations.

• Accurately document customer calls and emails, utilizing training materials and process flow charts.

• Identify potential product health and safety concerns and adhere to internal notification protocols.

• Suggest enhancements to customer-related processes and materials.

• Advocate for customer interests within the organization.

• Complete all required training prior to taking on job responsibilities.

• Achieve or surpass customer technical support performance metrics, including quality, accuracy, call monitoring, and schedule compliance.

• Conduct t:connect log analysis pertaining to customer allegations.

• Adhere to Privacy/HIPAA guidelines along with other regulatory, legal, and safety standards.

• Undertake other assigned tasks and schedules.

⛳️ Requirements

• High School diploma is mandatory.

• A minimum of 1 year of prior experience in Customer Service is preferred, but not essential.

• Capability to read and follow flow diagrams and utilize decision trees.

• Proficiency in using a CRM tool and navigating automated systems.

• Knowledge of HIPAA regulations is desirable.

• Excellent verbal and written communication skills for conveying product information through telephone, chat, and email.

• Ability to present technical information in a clear and concise manner.

• Consistent contribution to team initiatives is required.

• Ability to respond to changing situations with calmness and confidence.

• Understanding of web-based software and troubleshooting for browser and network issues.

• Familiarity with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook, is preferred.

• Typing speed of at least 55 words per minute with a high degree of accuracy is needed.

• Flexibility to work shifts, including weekends, holidays, and beyond regular workdays as necessary.

• Applicants must be authorized to work for any employer in the U.S.; employment visa sponsorship is not provided.

• Successful completion of a pre-employment drug test and background check is required.

🏝️ Benefits

• All necessary equipment for the role will be supplied.

• Medical, dental, and vision coverage is available from your first day.

• Health savings accounts are offered.

• Flexible spending accounts are provided.

• Enjoy 11 paid holidays each year.

• A minimum of 20 days of paid time off, with accrual starting on day one.

• 401k plan with company matching contributions.

• Employee Stock Purchase plan available.

• Competitive bonuses and a comprehensive benefits package.

• Remote training will be provided.

• We foster an equal opportunity and inclusive workplace.