[Remote] Technical Product Support Specialist

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