Clinical Product Support Specialist

Remote
Full Time
10-Customer Care
Mid Level

About Sequel

Sequel Med Tech is an emerging medical device company committed to revolutionizing patient care through innovative solutions. Our mission is to improve the lives of people by developing cutting-edge medical technologies that address unmet needs in healthcare.

Job Overview

Sequel’s Customer Care Center is the pulse of our organization, serving customers 24/7 across their entire device journey. As a Clinical Product Specialist, you will be critical in assisting pump users and their families with their twiist experience. You will use your clinical acumen and experience with diabetes education to offer product instruction, guidance, and troubleshooting support to customers and caregivers in a virtual call center environment during scheduled hours. Your expertise will directly impact customer outcomes and enhance the overall user experience with our medical device.

Shifts Available

M-F, 9am-5pm EST 
M-F, 10am-6pm EST
M-F, 11am-7pm EST
M-F, 12pm-8pm EST
M-F, 12pm-8pm EST
M-F, 12am-9am EST

Sat/Sun, 9am-9pm EST
Sat/Sun, 9pm-9am EST

Job Responsibilities and Essential Duties

  • Call Management: Efficiently handle both inbound and outbound calls to provide exceptional support to our customers, utilizing your clinical diabetes educator expertise.
  • Multi-Channel Communication: Engage with customers through chat and text channels, ensuring responsive and personalized communication.
  • Critical Thinking and Problem-Solving: Apply critical thinking skills to select appropriate problem-solving methods, utilizing troubleshooting materials and documented resources.
  • Customer Education: Educate customers on the use of the twiist automated insulin delivery system, addressing their questions and daily use scenarios with clarity and empathy.
  • Technical Troubleshooting: Resolve issues related to the twiist insulin pump, software, mobile app, and online customer portal, leveraging your technical knowledge and clinical expertise.
  • Stress Management: Handle clinical and technical questions in potentially stressful situations with composure, demonstrating the ability to de-escalate challenging interactions.
  • First Contact Resolution: Strive to resolve issues on the first contact by actively listening, identifying, and solving problems with patience and understanding.
  • Tier 2 Support: Respond to Tier 2 calls requiring advanced clinical and diabetes therapeutic area knowledge.
  • Virtual Product Training: Deliver scheduled virtual product training to new twiist users.
  • Accurate Documentation: Thoroughly and accurately document customer interactions using CRM software, ensuring all details are captured and maintained.
  • Adherence to Guidelines: Follow approved communication guidelines when addressing customer inquiries, maintaining professionalism and consistency.
  • Safety and Compliance: Identify and report potential health and safety issues with the product, adhering to company policies and regulatory, legal, and safety requirements.
  • Training and Certification: Complete the required training and onboarding processes, including obtaining basic certification for job responsibilities.
Minimum Requirement
  • A valid professional license in one or more of the following fields: Registered Nurse (RN), Registered Dietitian (RD), Pharmacist (PharmD), Physician’s Assistant (PA), Nurse Practitioner (NP).
  • Certified Diabetes Care and Education Specialist (CDCES) certification required.
  • 2+ years of experience coordinating and conducting diabetes education with strong experience in the technical use of diabetes technology.
  • 2+ years of customer service/contact center experience, preferably in medical device troubleshooting.
  • Call center experience in diabetes medical device support/sales preferred
Required Knowledge, Skills and Abilities
  • Comprehensive knowledge of the diabetes disease state and experience in training on insulin pumps and automated insulin delivery devices.
  • Effective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and email.
  • Experience providing omni-channel remote support, particularly in a high-volume, regulated environment.
  • Skilled in using CRM tools.
  • The ability to provide technical information is an easy-to-understand manner.
  • Working knowledge of Microsoft Office applications.
  • Quick learner; thriver in a fast-paced environment.
  • Participates in rotation for coverage during off-shift hours/weekends/holidays as required
  • Bilingual (English and Spanish) speaking candidates preferred
Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Environmental/Safety/Physical Work Conditions 
  • Ensures environmental consciousness and safe practices are exhibited in decisions
  • Use of computer and telephone equipment and other related office accessories/devices to complete assignments
  • May work extended hours during peak business cycle
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