Technical Product Support Specialist

Sequel Med Tech • Manchester, NH

2d • $33 - $35 • 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 Technical Product Support Specialist, you will play a crucial role in assisting pump users and their families with their twiist experience. Reporting to the Product Support leadership team, the successful candidate’s responsibilities will include responding to technical support calls and emails, troubleshooting issues, and investigating concerns individually.

Requirements

• Bachelor’s degree in a health-related field preferred, or equivalent combination of education and experience.
• 1+ years of experience in a fast-paced, high volume, FDA-regulated call center or contact center with omnichannel experience.
• 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; experience with Salesforce.com preferred.
• Ability to provide technical information in an easy-to-understand manner.
• Working knowledge of Microsoft Office applications.
• Position remotely based but requires 1 week of travel for new hire training meeting at Sequel’s home office in Marlborough, MA.

Nice To Haves

• Medical device troubleshooting or product support experience preferred.
• Bilingual (English and Spanish) speaking candidates are a plus.
• Diabetes knowledge preferred.

Responsibilities

• Handle inbound and outbound calls to support our customers
• Communicate with customers via chat and/or text channels as appropriate
• Adhere to approved communication guidelines when responding to customer inquiries.
• Troubleshoot issues related to the twiist insulin pump and online customer portal.
• Handle technical questions in potentially stressful situations; ability to de-escalate challenging interactions.
• Demonstrate critical thinking skills in selecting problem-solving methods using troubleshooting materials and document resources.
• Aim for resolving issues on first contact by listening, identifying, and solving with patience and understanding.
• Document customer interactions thoroughly and accurately using CRM software.
• Identify and report potential health and safety issues with the product.
• Adhere to the attendance policy for the Customer Care department.
• Perform work in compliance with company policies, regulatory, legal and safety requirements.
• Complete training onboarding inclusive of basic certification for job responsibilities.

Benefits

• 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.
• Sequel offers flexible PTO, generous paid holidays, and Flex Time options to help you balance work and life when you need it most.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level