Experienced Full Stack Remote 3rd Shift Bilingual Customer Technical Support Specialist – Web & Cloud Application Development in Healthcare Technology at Blithequark

Join the Innovative Team at Blithequark

Blithequark is a pioneering healthcare technology company that creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers. We're dedicated to delivering a positively different experience through innovative products and services. Our company culture fosters the idea that the happiest people are the most productive people, and we're looking for talented individuals like you to join our team!

About Our Company

At Blithequark, we're proud to manufacture and sell the t:slim X2 insulin pump with Control-IQ technology. Our human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Many of our team members live with type 1 diabetes or have a loved one impacted by diabetes, making our work personal and our commitment to the cause unwavering.

A Day in the Life of a Customer Technical Support Specialist

As a Customer Technical Support Specialist at Blithequark, you'll be responsible for responding to and documenting customer technical inquiries via phone calls, chat messages, and emails from prospective and current customers. Your goal will be to achieve the highest resolution for each contact, conversing with customers in an empathetic and supportive manner to promote precise information relating to their issues.

Primary Duties & Responsibilities:

• Respond timely and satisfactorily to resolve customer inbound calls and online contacts in support of all pump models.
• Occasionally make offers for chat support and outbound calls through the same support line.
• Using approved communication guidelines, respond to customer concerns or inquiries.
• Answer questions and troubleshoot issues related to the use of Blithequark's insulin pump, its software, integrated mobile app, online patient portal, and integration with CGM medical devices.
• Demonstrate 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.
• Use training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system.
• Identify potential health and safety issues with products and follow appropriate internal notification procedures.
• Use knowledge to propose recommended improvements to customer-related processes and materials.
• Act as a customer advocate to represent customer needs internally.
• Confirm completion of required training plan before assuming job responsibilities.
• Consistently meet or exceed Blithequark's Customer Technical Support metrics for the role of Customer Technical Support Specialist, which include quality/accuracy, call monitoring, and schedule adherence requirements.
• Comply with the department's attendance policy.
• Perform t:connect log analysis related to customer allegations.
• Ensure work is performed in compliance with company policies, including Privacy/HIPAA and other regulatory, legal, and safety requirements.
• Perform other duties and schedules as assigned.

Requirements and Qualifications

Knowledge, Skills & Abilities:

• Bilingual – English/Spanish required.
• 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 desired.
• Clear verbal and written communication skills to impart product information over the telephone, chat, and email to patients/healthcare support.
• Skilled at presenting technical information in a clear, concise manner to all levels within the department.
• Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner.
• Able 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, 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.

Minimum Certifications/Educational Level:

• High School diploma required.
• Associates or Bachelor's degree in biology or a health-related field encouraged and required for many promotional opportunities.

Minimum Experience:

• Bilingual – English/Spanish required.
• 1 year previous experience in Customer Service preferred but not required.
• Experienced with the use of electronic documentation systems preferred.
• Experience working in a HIPAA environment highly preferred.
• Previous IT helpdesk experience preferred.
• Previous experience troubleshooting hardware, software, and network connectivity issues a plus.
• Familiar with the following subjects: driver installation process, USB device communication, computer and internet security settings, server configuration, and communication.

What We Offer

Compensation and Benefits:

We offer a competitive compensation package that includes:

• Starting base pay range: $18.50 - $21.50 per hour.
• Base pay will vary based on job-related knowledge, skills, experience, and may also fluctuate depending on the candidate's location and the overall job market.
• Bonus and equity opportunities.
• Robust benefits package, including:
• Health care benefits such as medical, dental, vision, health savings accounts, and flexible saving accounts.
• 11 paid holidays per year.
• A minimum of 20 days of paid time off (starting in year 1).
• Access to a 401k plan with company match.

Career Growth Opportunities and Learning Benefits:

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

• Opportunities for professional growth and advancement.
• Training and development programs to enhance your skills and knowledge.
• A culture that encourages learning, innovation, and creativity.

Work Environment and Company Culture:

Our work environment is:

• Remote-friendly, with flexible work arrangements.
• Collaborative, with a team-oriented approach.
• Dynamic, with a culture that encourages innovation and creativity.

How to Apply

If you're a motivated and customer-focused individual who is passionate about healthcare technology, we encourage you to apply for this exciting opportunity at Blithequark. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!