Customer Technical Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $18 - $21 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Tandem Diabetes Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

🏭 Manufacturing

🔧 Hardware

Healthcare • Manufacturing • Hardware

Tandem Diabetes Care is a medical device company that designs and manufactures insulin pumps and automated insulin delivery systems powered by its Control-IQ+ predictive algorithm. Its products, including the t:slim X2 and Tandem Mobi, integrate with continuous glucose monitors and compatible smartphones, support remote software updates, and are accompanied by mobile and cloud-based applications, training, and 24/7 support to help people manage insulin therapy.

📋 Description

• Provide technical support to prospective and current customers, patients, caregivers, and healthcare professionals via phone, chat, and email • Assess and resolve customer inquiries and document interactions in the CRM system • Support all insulin pump models and respond to customer contacts • Provide chat support and outbound calls when needed • Answer questions and troubleshoot Tandem insulin pumps, software, mobile app, t:connect patient portal, and CGM integrations • Select appropriate methods and techniques to resolve customer requests • Defuse stressful customer situations • Record accurate documentation of customer calls and emails using training materials and process flow charts • Identify potential product health and safety issues and follow internal notification procedures • Recommend improvements to customer-related processes and materials • Advocate for customer needs internally • Complete required training before assuming job responsibilities • Meet or exceed customer technical support metrics for quality, accuracy, call monitoring, and schedule adherence • Perform t:connect log analysis related to customer allegations • Comply with Privacy/HIPAA and other regulatory, legal, and safety requirements • Perform other assigned duties and schedules

🎯 Requirements

• High School diploma required • 1 year previous experience in Customer Service preferred but not required • Ability to read and follow flow diagrams and work with decision trees • Ability to work using a CRM tool and navigate an automated system • Knowledge of HIPAA desired • Clear verbal and written communication skills for product information via telephone, chat, and email • Ability to present technical information clearly and concisely • Ability to contribute consistently to team initiatives • Ability to react to changing situations calmly and confidently • Understanding of web-based software and ability to troubleshoot browser and network issues • Working knowledge of Microsoft Office applications including Word, Excel, PowerPoint, and Outlook preferred • Ability to type at least 55 wpm with a high rate of accuracy • Flexibility to work shifts including weekends, holidays, and beyond regularly scheduled workdays as needed • Applicants must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable • Successful completion of pre-employment drug test and background check required

🏖️ Benefits

• Equipment for the role will be provided • Medical, dental, and vision available your first day • Health savings accounts • Flexible saving accounts • 11 paid holidays per year • Minimum of 20 days of paid time off, with accrual starting on day 1 • 401k plan with company match • Employee Stock Purchase plan • Bonus and a robust benefits package • Remote training • Equal opportunity and inclusive workplace