Customer Technical Support Specialist - Remote - Delivering Exceptional Patient Experiences in Diabetes Technology

Join the Tandem Diabetes Care Team: Where Innovation Meets Compassion

Imagine being part of a team that is revolutionizing the way people live with diabetes. At Tandem Diabetes Care, we're passionate about creating innovative solutions that make a meaningful difference in the lives of patients, their loved ones, and healthcare providers. We're seeking a highly skilled and compassionate Customer Technical Support Specialist to join our remote team. As a critical member of our support team, you will have the opportunity to make a positive impact on the lives of people living with diabetes while working in a dynamic and supportive environment.

About Tandem Diabetes Care

Tandem Diabetes Care is a leader in the diabetes technology industry, known for our human-centered approach to design, development, and support. Our flagship product, the t:slim X2 insulin pump with Control-IQ technology, is just one example of our commitment to innovation and excellence. Our team is driven by a shared passion for improving the lives of people with diabetes, and we're looking for individuals who share our values and are excited about the opportunity to join our team.

A Day in the Life of a Customer Technical Support Specialist

As a Customer Technical Support Specialist, you will be the primary point of contact for customers who have technical questions or concerns about our products. Your day will be filled with a variety of activities, including:

• Responding to and documenting customer technical inquiries via phone calls, chat messages, and emails
• Troubleshooting issues related to the use of our insulin pump, software, mobile app, and online patient portal
• Providing empathetic and supportive service to customers, including patients, their support persons, and healthcare professionals
• Documenting every call into our Client Relationship Management (CRM) system
• Collaborating with internal teams to resolve customer issues and improve our products and services

Key Responsibilities

Primary Duties & Responsibilities

As a Customer Technical Support Specialist, your primary responsibilities will include:

• Responding timely and satisfactorily to resolve customer inbound calls and online contacts in support of all pump models
• Occasionally making chat support and outbound calls through the same support line
• Using approved communication guidelines to respond to customer concerns or inquiries
• Answering questions and troubleshooting issues related to the use of our insulin pump, software, integrated mobile app, online patient portal, and integration with CGM medical devices
• Demonstrating good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests
• Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation; ability to defuse situations
• Using training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system
• Identifying potential health and safety issues with products and following appropriate internal notification procedures
• Proposing recommended improvements to customer-related processes and materials
• Acting as a customer advocate to represent customer needs internally
• Confirming completion of required training plan before assuming job responsibilities
• Consistently meeting or exceeding Tandem Diabetes Care Customer Technical Support metrics for the role of Customer Technical Support Specialist

Requirements and Qualifications

Essential Qualifications

To be successful in this role, you will need:

• A high school diploma; associate's or bachelor's degree in biology or a health-related field is encouraged and required for many promotional opportunities
• 1 year of previous experience in customer service, preferably in a technical support role
• Bilingual - English/Spanish or English/French is desired
• Ability to read and follow flow diagrams and work with decision trees
• Ability to perform work using a CRM tool which requires navigating in an automated system
• Knowledge of HIPAA is desired
• Clear verbal and written communication skills to impart product information over the telephone, chat, and email to patients and healthcare support
• Skilled at presenting technical information in a clear, concise manner to all levels within the department
• Ability to react to changing situations in a timely, calm, and confident manner
• Solid understanding of web-based software and the ability to troubleshoot browser and network-specific issues
• Working knowledge of Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook, is preferred
• Ability to learn quickly in a fast-paced environment
• Ability to type at least 55wpm with a high rate of accuracy
• Flexibility to work shifts, including weekends, holidays, and beyond regularly scheduled workdays as needed

What We Offer

Compensation and Benefits

At Tandem Diabetes Care, we offer a competitive compensation package that includes:

• A salary range of $18.50 - $21.50 per hour, depending on location and shift
• A robust benefits package, including bonus, equity, and comprehensive health insurance
• Opportunities for professional growth and development
• A dynamic and supportive work environment

Career Growth Opportunities and Learning Benefits

At Tandem Diabetes Care, we're committed to the growth and development of our team members. We offer:

• Comprehensive training programs to ensure your success in the role
• Ongoing coaching and feedback to help you grow and develop in your career
• Opportunities for advancement and professional growth
• A culture that encourages learning, innovation, and creativity

Work Environment and Company Culture

At Tandem Diabetes Care, we're proud of our company culture and work environment. We offer:

• A dynamic and supportive team environment
• A culture that values innovation, creativity, and compassion
• Opportunities for flexible work arrangements, including remote work
• A commitment to diversity, equity, and inclusion

How to Apply

If you're a motivated and compassionate individual who is passionate about making a difference in the lives of people living with diabetes, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you!

We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values the unique perspectives and experiences of all our team members.