Technical Product Support Specialist - Med Device

Remote
Full Time
10-Customer Care
Experienced

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 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.

The Senior Technical Product Specialist, in addition to the above, will assist with transition coaching of new Technical Product Specialists, handle escalated customer calls, and will participate in special projects as needed.

Job Responsibilities and Essential Duties

  • 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

The Senior Technical Product Support Specialist will have the following additional 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.

Minimum Requirements

  • Bachelor's degree in health-related field preferred, or commensurate experience
  • 1+ years of experience in a fast-paced, high volume, FDA-regulated call center or contact center with omnichannel experience
  • Medical device troubleshooting or product support experience preferred
  • 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

For the Senior Technical Product Support Specialist:

  • Bachelor's degree in health-related field preferred, or commensurate experience
  • 5+ years of experience in a fast-paced, high volume, FDA-regulated call center
  • Medical device troubleshooting or product support experience required


Required Knowledge, Skills and Abilities

  • Bilingual (English and Spanish) speaking candidates preferred
  • Effective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and email
  • 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
  • Ability to provide technical information in an easy-to-understand manner
  • Working knowledge of Microsoft Office applications

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 cycles
  • Physical requirements such as lifting specific weights
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