Customer Technical Support
About The Position
We are seeking customer-focused professionals who can combine exceptional customer service skills with strong technical troubleshooting abilities. Candidates with experience in healthcare, medical devices, IT help desk support, call centers, or bilingual customer support environments are highly encouraged to apply. The ideal candidate remains calm under pressure, follows established processes, documents interactions accurately, and enjoys helping customers resolve technical issues. This role supports customers using insulin pump technology and related software solutions while ensuring a positive customer experience.
Requirements
- Customer Service
- Customer Technical Support
- Technical Troubleshooting
- Technical Issue Resolution
- Healthcare Customer Support
- Strong Written and Verbal Communication
- Documentation and CRM Management
- Problem Solving and Critical Thinking
Nice To Haves
- Bilingual in English/Spanish or English/French
- Experience with CRM platforms such as Salesforce, Zendesk, or similar systems
- Experience troubleshooting mobile applications, software, and internet connectivity issues
- Typing speed of 55+ WPM with strong accuracy
- Prior healthcare, medical device, patient support, IT help desk, or technical support experience
Responsibilities
- Provide timely and effective support for inbound customer calls and online inquiries regarding insulin pump products and related technologies.
- Deliver chat support and make outbound customer calls as needed.
- Utilize approved communication guidelines to address customer questions, concerns, and service requests.
- Troubleshoot and resolve issues involving: Insulin pumps, Associated software platforms, Mobile applications, Patient portals, Continuous Glucose Monitoring (CGM) integrations.
- Exercise sound judgment to identify solutions and efficiently resolve customer inquiries.
- Support customers experiencing urgent or stressful situations while maintaining professionalism and de-escalating concerns.
- Accurately document customer interactions, including calls, chats, and emails, within CRM systems.
- Analyze data and system logs related to customer-reported issues and product concerns.
- Identify potential product health and safety concerns and follow established escalation procedures.
- Serve as a customer advocate by communicating feedback and needs to internal teams.
- Recommend improvements to customer service processes, workflows, and support materials.
- Complete required training and maintain product knowledge necessary for success in the role.
- Meet or exceed established performance metrics, including quality standards, accuracy, call handling expectations, and schedule adherence.
- Adhere to attendance, productivity, compliance, privacy, and regulatory requirements, including HIPAA.
- Perform additional duties and schedule assignments as needed.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
