Note: The job is a remote job and is open to candidates in USA. Sequel Med Tech, headquartered in Manchester, New Hampshire, is developing transformative drug-delivery advancements for diabetes management. The Technical Product Support Specialist will assist pump users and their families with their twiist experience, responding to technical support inquiries and troubleshooting issues.
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
Skills
- Bachelor's degree in a health-related field preferred, or equivalent combination of education and experience
- 1+ years of experience in a fast-paced, high volume, FDA-regulated call center or contact center with omnichannel experience
- 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
- May require rotating coverage during holidays and weekends
- Hours subject to change based on operational needs
- Position remotely based but requires 1 week of travel for new hire training meeting at Sequel's home office in Marlborough, MA
- Medical device troubleshooting or product support experience preferred
- Bilingual (English and Spanish) speaking candidates are a plus
- Diabetes knowledge preferred
- Experience providing omni-channel remote support, particularly in a high volume, regulated environment
- Skilled in using CRM tools; experience with Salesforce.com preferred
Benefits
- 401k plan, featuring a 6% company match and 100% immediate vesting
- Capped out-of-pocket insulin costs
- GLP-1 coverage across all plans
- Variety of Meritain health insurance plans
- Flexible Spending Accounts (FSAs)
- Health Savings Account (HSA)
- Vision and dental coverage
- Voluntary options such as long-term disability, accident, critical illness, hospital indemnity, and even discounts for pet care
- Employer-paid short-term disability
- Life insurance
- Flexible PTO
- Generous paid holidays
- Flex Time options
Company Overview
We’re Sequel — a driven team of innovators and problem solvers laser-focused on improving the health and lives of people with diabetes. It was founded in 2023, and is headquartered in Manchester, New Hampshire, USA, with a workforce of 201-500 employees. Its website is https://sequelmedtech.com.