Customer Technical Support Specialist - Remote
Tandem Diabetes Care
- Atlanta, GA
- $18.50-21.50 per hour
- Permanent
- Full-time
- Responds timely and satisfactory to resolve customer inbound calls and on-line contacts in support all pump models
- Occasionally makes offers chat support and outbound calls through the same support line.
- Using approved communication guidelines, responds to customer concerns or inquiries.
- Answers questions and troubleshoots issues related to use of the Tandem's insulin pump, its Software, integrated Mobile App, online t:connect patient portal, and integration with CGM medical devices.
- Demonstrates 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.
- Uses training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system.
- Identifies potential health and safety issues with products and follows appropriate internal notification procedures.
- Uses knowledge to propose recommended improvements to customer related processes and materials.
- Acts as a customer advocate to represent customer needs internally.
- Confirms completion of required training plan before assuming job responsibilities.
- Consistently meets or exceeds Tandem Diabetes Care Customer Technical Support metrics for the role of Customer Technical Support Specialist which include quality/accuracy, call monitoring, and schedule adherence requirements.
- Complies with department’s attendance policy.
- Performs t:connect log analysis related to customer allegations.
- Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements.
- Performs other duties and schedules as assigned.
- Bilingual-English/Spanish or English/French 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 desired.
- Clear verbal and written communication skills to impart product information over the telephone, chat and email to patients/health care 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 workday as needed.
- High School diploma required.
- Associates or Bachelor’s degree in biology or health related field encouraged and required for many promotional opportunities
- Bilingual-English/Spanish or English/French desired.
- 1 year previous experience in a Customer Service 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.