Customer Technical Support (Medical Device)

TEKsystems•San Diego, CA

3d•$19 - $19•Remote

About The Position

We're seeking customer-focused professionals who can combine strong communication skills with technical troubleshooting expertise. This role is ideal for individuals with experience in customer service, healthcare, medical devices, IT help desk, technical support, or call center environments who enjoy solving problems and helping others succeed. This is the opportunity to make a meaningful impact by supporting customers who rely on life-changing diabetes technology every day. You'll serve as a trusted resource, helping users troubleshoot insulin pumps, software, mobile applications, and connected healthcare devices while delivering an exceptional customer experience.

Requirements

Strong customer service and problem-solving skills
Technical troubleshooting aptitude
Excellent verbal and written communication skills
High attention to detail and documentation accuracy
Ability to remain calm and professional in fast-paced, high-pressure situations
Experience working in a call center, customer support, help desk, or technical support environment
Ability to follow established processes and procedures while exercising sound judgment

Nice To Haves

Healthcare, medical device, or patient support experience
IT Help Desk or Technical Support experience
Bilingual (English/Spanish or English/French)
Experience using CRM platforms such as Salesforce, Zendesk, or similar systems
Experience troubleshooting software, mobile applications, internet connectivity, and related technologies
Typing speed of 55+ WPM with strong accuracy

Responsibilities

Provide timely support for inbound customer calls, chats, emails, and online inquiries.
Troubleshoot and resolve issues related to: Insulin pumps, Mobile applications, Software platforms, Patient portals, Continuous Glucose Monitoring (CGM) integrations.
Guide customers through technical solutions using approved communication standards.
Deliver professional and empathetic support during urgent or high-stress situations.
Document customer interactions accurately within the CRM system.
Analyze data and system logs to identify and resolve customer-reported issues.
Escalate product health, safety, and quality concerns according to established procedures.
Advocate for customers by sharing feedback and trends with internal teams.
Contribute ideas for improving support processes, workflow efficiencies, and customer resources.
Complete required training and maintain expertise on products, systems, and support procedures.
Consistently meet or exceed customer service, quality, productivity, and attendance expectations.
Ensure compliance with HIPAA, privacy regulations, and company policies.