Customer Technical Support Specialist

TEKsystems•Dallas, TX

1d•$19 - $19•Remote

About The Position

We're looking for candidates who can blend strong customer service skills with technical troubleshooting ability. Healthcare, medical device, IT help desk, call center, and bilingual candidates are especially strong fits. The ideal person remains calm under pressure, follows process, documents thoroughly, and enjoys helping customers solve technical issues. Provides timely and effective support for inbound customer calls and online inquiries related to all pump models. Offers chat support and makes outbound calls as needed through the customer support line. Utilizes approved communication guidelines to address customer questions, concerns, and service needs. Assists customers with troubleshooting and resolving issues related to insulin pumps, associated software, mobile applications, patient portals, and integration with continuous glucose monitoring (CGM) devices. Demonstrates sound judgment in determining appropriate solutions and resolving customer inquiries efficiently. Successfully works in a technical support environment, providing solutions and guidance to customers, including those experiencing stressful or urgent situations, while maintaining professionalism and de-escalating concerns when necessary. Uses training resources, reference materials, and process documentation to accurately record customer interactions, including calls, chats, and emails, within the CRM system. Identifies potential product health and safety concerns and follows established internal escalation and reporting procedures. Contributes recommendations for improving customer service processes, workflows, and support materials. Serves as a customer advocate by communicating customer needs and feedback to internal teams. Completes all required training and maintains knowledge necessary to perform job responsibilities effectively. Consistently meets or exceeds established customer support performance metrics, including quality, accuracy, call handling standards, and schedule adherence. Adheres to departmental attendance and performance expectations. Performs data and system log analysis related to customer-reported issues and product concerns. Ensures all work is completed in compliance with company policies, privacy regulations (including HIPAA), and applicable legal, regulatory, and safety requirements. Performs additional duties and schedule assignments as required.

Requirements

Strong Customer Service Mindset
Technical Troubleshooting Ability
High Attention to Detail
Strong Communication Skills
Experience Working in a Fast-Paced Call Center Environment

Nice To Haves

Bilingual English/Spanish/French highly desirable.
Experience with CRM systems such as Salesforce, Zendesk, or similar platforms.
Experience troubleshooting mobile apps, software, and internet connectivity issues.
Typing speed of 55+ WPM with strong accuracy.
Healthcare or Medical Device Experience Preferred

Responsibilities

Provides timely and effective support for inbound customer calls and online inquiries related to all pump models.
Offers chat support and makes outbound calls as needed through the customer support line.
Utilizes approved communication guidelines to address customer questions, concerns, and service needs.
Assists customers with troubleshooting and resolving issues related to insulin pumps, associated software, mobile applications, patient portals, and integration with continuous glucose monitoring (CGM) devices.
Demonstrates sound judgment in determining appropriate solutions and resolving customer inquiries efficiently.
Successfully works in a technical support environment, providing solutions and guidance to customers, including those experiencing stressful or urgent situations, while maintaining professionalism and de-escalating concerns when necessary.
Uses training resources, reference materials, and process documentation to accurately record customer interactions, including calls, chats, and emails, within the CRM system.
Identifies potential product health and safety concerns and follows established internal escalation and reporting procedures.
Contributes recommendations for improving customer service processes, workflows, and support materials.
Serves as a customer advocate by communicating customer needs and feedback to internal teams.
Completes all required training and maintains knowledge necessary to perform job responsibilities effectively.
Consistently meets or exceeds established customer support performance metrics, including quality, accuracy, call handling standards, and schedule adherence.
Adheres to departmental attendance and performance expectations.
Performs data and system log analysis related to customer-reported issues and product concerns.
Ensures all work is completed in compliance with company policies, privacy regulations (including HIPAA), and applicable legal, regulatory, and safety requirements.
Performs additional duties and schedule assignments as required.