**Experienced Full Stack Customer Technical Support Specialist – Bilingual Spanish/English Required (Remote 3rd Shift)**

Are you a customer-centric, tech-savvy individual with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, dynamic environment where no two interactions are ever the same? If so, we want to hear from you! arenaflex is seeking an experienced Full Stack Customer Technical Support Specialist to join our team in a remote 3rd shift role. As a key member of our support team, you will play a critical role in providing top-notch technical assistance to our customers, empowering them to get the most out of our innovative products and services. **About arenaflex** arenaflex is a leading provider of cutting-edge diabetes technology solutions, dedicated to revolutionizing the lives of people living with diabetes, their loved ones, and healthcare providers. Our mission is to deliver a positively different experience, putting people first and taking a no-shortcuts approach to innovation. With a strong commitment to our values and a passion for making a meaningful impact, we're proud to be a leader in the diabetes technology industry. **A Day in the Life** As a Full Stack Customer Technical Support Specialist, you will be responsible for responding to and documenting customer technical inquiries via phone calls, chat messages, and emails from prospective and current customers (patients and their support persons and healthcare professionals). Your goal will be to achieve the highest resolution possible, while providing empathetic and supportive interactions that promote the most precise information relating to the issue. You will also be responsible for: * Responding timely and satisfactory to resolve customer inbound calls and online contacts in support of all pump models * Occasionally making offers of 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 arenaflex's insulin pump, its software, integrated mobile app, online t:connect 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 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 * Using knowledge to propose 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 arenaflex Customer Technical Support metrics for the role of Customer Technical Support Specialist, which include quality/accuracy, call monitoring, and schedule adherence requirements * Complying with department's attendance policy * Performing t:connect log analysis related to customer allegations * Ensuring work is performed in compliance with company policies, including Privacy/HIPAA and other regulatory, legal, and safety requirements * Performing other duties and schedules as assigned **You're Awesome At** * 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 health-related field encouraged and required for many promotional opportunities **Minimum Experience** * Bilingual – English/Spanish required * 1 year of previous experience in a Customer Service role, preferred but not required * Experienced with 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's in It for You?** In addition to innovative technology, we have a culture that fosters the idea that the happiest people are the most productive people. Not only do we hire forward-thinking achievers to join our workforce; we reward, develop, and retain them too. Just one of the many reasons of how we #StayAwesome! To learn more about our culture and benefits, please visit [arenaflex website]. **Be You, with Us!** arenaflex is firmly committed to being an equal opportunity employer and maintaining a diverse and inclusive environment. We value and embrace that every single one of us brings value to the table. But sometimes we forget that when we don't meet 100% of a job description's criteria – maybe you're feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us. **Compensation & Benefits** The starting base pay range for this position is $18.50 - $21.50 per hour. Base pay will vary based on job-related knowledge, skills, experience, and may also fluctuate depending on candidate's location and the overall job market. In addition to base pay, arenaflex offers a competitive compensation package that includes bonus, equity, and a robust benefits package. arenaflex offers health care benefits, such as medical, dental, vision, health savings accounts, and flexible saving accounts. You'll also receive 11 paid holidays per year, a minimum of 20 days of paid time off (starting in year 1), and have access to a 401k plan with company match. Learn more about arenaflex's benefits here! **You Should Know** Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local Fair Chance laws and regulations. A conditional offer of employment from arenaflex is contingent upon successful completion of a thorough screening process, comprised of a drug test (excluding Marijuana) and background check, which includes a review of criminal history information. arenaflex has good cause to conduct a review of criminal history for this position as this position will have access to customers' protected health information and regular contact with customers. This review is required to ensure that individuals in such roles uphold high standards of trust and integrity so as to protect the interests of our customers, employees, and stakeholders. **Referrals** We love a good referral! If you know someone that would be a great fit for this position, please share! If you are applying for this job and live in California, please read arenaflex's CCPA Notice: [arenaflex website]. **Sponsorship** Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. **Apply Now!** If you're a motivated, customer-focused individual with a passion for delivering exceptional support experiences, we want to hear from you! Apply now to join our team as a Full Stack Customer Technical Support Specialist and be a part of our mission to revolutionize the lives of people living with diabetes. Apply Job! Apply for this job