Technical Product Support Specialist
Job Overview:
Sequel’s Customer Care Center is the pulse of our organization, serving customers 24/7 across their entire device journey. As a Technical Product Support Specialist, you will play a crucial role in assisting pump users and their families with their twiist experience. Reporting to the Product Support leadership team, the successful candidate’s responsibilities will include responding to technical support calls and emails, troubleshooting issues, and investigating concerns individually.
Current shifts available for this position include:
Wednesday - Sunday, 6pm-2:30am ET
Wednesday - Sunday, 5pm - 1:30am ET
Wednesday - Sunday, 12pm - 8:30pm ET
Saturday - Wednesday, 2:30pm - 11pm ET
Saturday - Wednesday, 12am - 8:30am ET
Saturday - Wednesday, 4pm - 12:30am ET
Job Overview:
Sequel’s Customer Care Center is the pulse of our organization, serving customers 24/7 across their entire device journey. As a Technical Product Support Specialist, you will play a crucial role in assisting pump users and their families with their twiist experience. Reporting to the Product Support leadership team, the successful candidate’s responsibilities will include responding to technical support calls and emails, troubleshooting issues, and investigating concerns individually.
Current shifts available for this position include:
Wednesday - Sunday, 6pm-2:30am ET
Wednesday - Sunday, 5pm - 1:30am ET
Wednesday - Sunday, 12pm - 8:30pm ET
Saturday - Wednesday, 2:30pm - 11pm ET
Saturday - Wednesday, 12am - 8:30am ET
Saturday - Wednesday, 4pm - 12:30am ET
Job Responsibilities and Essential Duties
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Handle inbound and outbound calls to support our customers
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Communicate with customers via chat and/or text channels as appropriate
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Adhere to approved communication guidelines when responding to customer inquiries.
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Troubleshoot issues related to the twiist insulin pump and online customer portal.
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Handle technical questions in potentially stressful situations; ability to de-escalate challenging interactions.
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Demonstrate critical thinking skills in selecting problem-solving methods using troubleshooting materials and document resources.
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Aim for resolving issues on first contact by listening, identifying, and solving with patience and understanding.
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Document customer interactions thoroughly and accurately using CRM software.
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Identify and report potential health and safety issues with the product.
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Adhere to the attendance policy for the Customer Care department.
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Perform work in compliance with company policies, regulatory, legal and safety requirements.
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Complete training onboarding inclusive of basic certification for job responsibilities.
Minimum Requirements
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Education: Bachelor’s degree in a health-related field preferred, or equivalent combination of education and experience.
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Experience: 1+ years of experience in a fast-paced, high volume, FDA-regulated call center or contact center with omnichannel experience.
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Medical device troubleshooting or product support experience preferred.
Required Knowledge, Skills and Abilities
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May require rotating coverage during holidays and weekends. Hours subject to change based on operational needs.
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Bilingual (English and Spanish) speaking candidates are a plus.
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Effective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and email.
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Diabetes knowledge preferred.
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Experience providing omni-channel remote support, particularly in a high volume, regulated environment.
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Skilled in using CRM tools; experience with Salesforce.com preferred.
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Ability to provide technical information in an easy-to-understand manner.
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Working knowledge of Microsoft Office applications.
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Position remotely based but requires 1 week of travel for new hire training meeting at Sequel’s home office in Marlborough, MA.
