Clinical Product Support Specialist

Sequel Med Tech • Marlborough, MA

1d • $48 - $52 • Remote

About The Position

Sequel’s Customer Care Center is the pulse of our organization, serving customers 24/7 across their entire device journey. As a Clinical Product Specialist, you will be critical in assisting pump users and their families with their twiist experience. You will use your clinical acumen and experience with diabetes education to offer product instruction, guidance, and troubleshooting support to customers and caregivers in a virtual call center environment during scheduled hours. Your expertise will directly impact customer outcomes and enhance the overall user experience with our medical device.
Current shifts available for this position include:
Wednesday - Sunday, 930am-6pm ET
Wednesday- Sunday, 3pm-1130pm ET
Wednesday- Sunday, 1030pm-7am ET
Wednesday- Sunday, 1130am -8am ET
Saturday- Wednesday, 4pm-1230am
Saturday- Wednesday, 1130am-8pm

Requirements

• Certified Diabetes Care and Education Specialist (CDCES) certification required.
• 2+ years of experience coordinating and conducting diabetes education with strong experience in the technical use of diabetes technology.
• 2+ years of customer service/contact center experience, preferably in medical device troubleshooting.
• Comprehensive knowledge of the diabetes disease state and experience in training on insulin pumps and automated insulin delivery devices.
• Effective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and email.
• Experience providing omni-channel remote support, particularly in a high-volume, regulated environment.
• Skilled in using CRM tools.
• The ability to provide technical information is an easy-to-understand manner.
• Working knowledge of Microsoft Office applications.
• Quick learner; thriver in a fast-paced environment.
• Participates in rotation for coverage during off-shift hours/weekends/holidays as required
• Position remotely based but requires 1 week of travel for new hire training meeting to home office in Marlborough, MA.

Nice To Haves

• Call center experience in diabetes medical device support/sales preferred.
• Bilingual (English and Spanish) speaking candidates is a plus.

Responsibilities

• Call Management: Efficiently handle both inbound and outbound calls to provide exceptional support to our customers, utilizing your clinical diabetes educator expertise.
• Multi-Channel Communication: Engage with customers through chat and text channels, ensuring responsive and personalized communication.
• Critical Thinking and Problem-Solving: Apply critical thinking skills to select appropriate problem-solving methods, utilizing troubleshooting materials and documented resources.
• Customer Education: Educate customers on the use of the twiist automated insulin delivery system, addressing their questions and daily use scenarios with clarity and empathy.
• Technical Troubleshooting: Resolve issues related to the twiist insulin pump, software, mobile app, and online customer portal, leveraging your technical knowledge and clinical expertise.
• Stress Management: Handle clinical and technical questions in potentially stressful situations with composure, demonstrating the ability to de-escalate challenging interactions.
• First Contact Resolution: Strive to resolve issues on the first contact by actively listening, identifying, and solving problems with patience and understanding.
• Tier 2 Support: Respond to Tier 2 calls requiring advanced clinical and diabetes therapeutic area knowledge.
• Virtual Product Training: Deliver scheduled virtual product training to new twiist users.
• Accurate Documentation: Thoroughly and accurately document customer interactions using CRM software, ensuring all details are captured and maintained.
• Adherence to Guidelines: Follow approved communication guidelines when addressing customer inquiries, maintaining professionalism and consistency.
• Safety and Compliance: Identify and report potential health and safety issues with the product, adhering to company policies and regulatory, legal, and safety requirements.
• Training and Certification: Complete the required training and onboarding processes, including obtaining basic certification for job responsibilities.

Benefits

• At Sequel, we believe that when you thrive, we thrive. That’s why our benefits package is designed to support you from day one. You’ll be automatically enrolled in our 401k plan, featuring a 6% company match and 100% immediate vesting.
• We’re committed to your well-being and understand the unique needs of employees and families living with diabetes, so we offer capped out-of-pocket insulin costs and GLP-1 coverage across all plans.
• You’ll have access to a variety of Meritain health insurance plans to suit your needs and can also take advantage of Flexible Spending Accounts (FSAs) or Health Savings Account (HSA).
• Our comprehensive benefits package includes vision and dental coverage, plus voluntary options such as long-term disability, accident, critical illness, hospital indemnity, and even discounts for pet care.
• In addition, we provide employer-paid short-term disability and life insurance for extra peace of mind.
• We know the importance of taking time to rest and recharge. That’s why Sequel offers flexible PTO, generous paid holidays, and Flex Time options to help you balance work and life when you need it most.
• Our team enjoys a culture built on hard work, fun, and genuine support. At Sequel, you’re not just starting a job, you’re building a rewarding career and a brighter future. Join us, and let’s thrive together!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed