Remote Bilingual Customer Technical Support Specialist (Bilingual Spanish/English Required)

Compensation ranges from $18.50 - $21.50/hr depending on location and shift.

 

GROW WITH US:

Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take a “no-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry.

STAY AWESOME:

Tandem Diabetes Care is proud to manufacture and sell the t:slim X2 insulin pump with Control-IQ technology. We’re also so much more than that. Our company’s human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Since many of our own team members live with type 1 diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at tandemdiabetes.com.

A DAY IN THE LIFE:

Responsible for responding to and documenting customer technical inquiries via phone calls, chat messages and emails from prospective and current customers (patients and their support persons and healthcare professionals). Responsible for determining the need of each contact with the goal of achieving the highest resolution.  Documents every call into a Client Relationship Management (CRM) system. Converses with customers in an empathetic and supportive manner to promote the most precise information relating to the issue. Handles all calls in compliance with all the appropriate regulatory requirements outlined by departmental Standard Operating Procedures SOPs.

 Primary Duties & Responsibilities:

• Responds timely and satisfactory to resolve customer inbound calls and on-line contacts in support all pump models
• Occasionally makes offers chat support and outbound calls through the same support line.
• Using approved communication guidelines, responds to customer concerns or inquiries.
• Answers questions and troubleshoots issues related to use of the Tandem's insulin pump, its Software, integrated Mobile App, online t:connect patient portal, and integration with CGM medical devices.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests.
• Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation; ability to defuse situations.
• Uses training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system.
• Identifies potential health and safety issues with products and follows appropriate internal notification procedures.
• Uses knowledge to propose recommended improvements to customer related processes and materials.
• Acts as a customer advocate to represent customer needs internally.
• Confirms completion of required training plan before assuming job responsibilities.
• Consistently meets or exceeds Tandem Diabetes Care Customer Technical Support metrics for the role of Customer Technical Support Specialist which include quality/accuracy, call monitoring, and schedule adherence requirements.
• Complies with department’s attendance policy.
• Performs t:connect log analysis related to customer allegations.
• Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements.
• Performs other duties and schedules as assigned.

 

YOU’RE AWESOME AT:

Knowledge, skills & abilities:

• Bilingual – English/Spanish required.
• Ability to read and follow flow diagrams and work with decision trees.
• Ability to perform work using a CRM tool which requires navigating in an automated system
• Knowledge of HIPAA desired.
• Clear verbal and written communication skills to impart product information over the telephone, chat and email to patients/health care support.
• Skilled at presenting technical information in a clear, concise manner to all levels within the department.
• Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner.
• Able to react to changing situations in a timely, calm, and confident manner.
• Solid understanding of web-based software and the ability to troubleshoot browser and network specific issues.
• Working knowledge of Microsoft Office applications including Word, Excel, Powerpoint, and Outlook preferred.
• Ability to learn quickly in a fast-paced environment.