Sequel Med Tech · 1 day ago

Technical Product Support Specialist - Med Device

United States

Full-time

Remote

Senior Level

5+ years exp

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Responsibilities

Handle inbound and outbound calls to support our customers

Communicate with customers via chat and/or text channels as appropriate

Adhere to approved communication guidelines when responding to customer inquiries

Troubleshoot issues related to the twiist insulin pump and online customer portal

Handle technical questions in potentially stressful situations; ability to de-escalate challenging interactions

Demonstrate critical thinking skills in selecting problem-solving methods using troubleshooting materials and document resources

Aim for resolving issues on first contact by listening, identifying, and solving with patience and understanding

Document customer interactions thoroughly and accurately using CRM software

Identify and report potential health and safety issues with the product

Adhere to the attendance policy for the Customer Care department

Perform work in compliance with company policies, regulatory, legal and safety requirements

Complete training onboarding inclusive of basic certification for job responsibilities

Actively spend time observing and providing coaching feedback to new hires after they complete initial training

Assist in development of departmental documentation and job aides

Assist in leading team calls and meetings as required.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportMedical Device TroubleshootingCRM SoftwareOmni-channel SupportBilingual EnglishBilingual SpanishDiabetes KnowledgeSalesforce.comMicrosoft Office

Required

1+ years of experience in a fast-paced, high volume, FDA-regulated call center or contact center with omnichannel experience

Must be available to work during required shift as assigned. May require rotating coverage during holidays and weekends. Hours subject to change based on operational needs

5+ years of experience in a fast-paced, high volume, FDA-regulated call center

Medical device troubleshooting or product support experience required

Effective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and email

Ability to provide technical information in an easy-to-understand manner

Working knowledge of Microsoft Office applications