Customer Technical Support Specialist

Stellenbeschreibung:

• 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

Core Competencies

Demonstrates strong technical support capabilities for insulin pump models and related software, ensuring compliance with HIPAA and other regulatory requirements. Excels in customer communication and documentation while effectively troubleshooting technical issues.