Experienced Customer Technical Support Specialist - Remote (Temp to Hire) at blithequark

Are you passionate about delivering exceptional customer experiences and making a positive impact in the lives of people living with diabetes? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to at blithequark as a Customer Technical Support Specialist. About blithequarkblithequark is a leading innovator in the diabetes technology industry, dedicated to creating new possibilities for people living with diabetes, their loved ones, and their healthcare providers.Our mission is to "innovate every day," "put people first," and take a "no-shortcuts" approach to delivering innovative products and services that make a real difference in people's lives. We're proud to manufacture and sell the t:slim X2 insulin pump with Control-IQ technology, and we're committed to a human-centered approach to design, development, and support. A Day in the LifeAs a Customer Technical Support Specialist at blithequark, you'll be 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).You'll determine the need of each contact with the goal of achieving the highest resolution, document every call into a Client Relationship Management (CRM) system, and converse with customers in an empathetic and supportive manner to promote the most precise information relating to the issue. Primary Duties & Responsibilities* Respond timely and satisfactory to resolve customer inbound calls and online contacts in support of all pump models* Occasionally make offers chat support and outbound calls through the same support line* Using approved communication guidelines, respond to customer concerns or inquiries* Answer questions and troubleshoot 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* Demonstrate 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* Use training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system* Identify potential health and safety issues with products and follow appropriate internal notification procedures* Use knowledge to propose recommended improvements to customer-related processes and materials* Act as a customer advocate to represent customer needs internally* Confirm completion of required training plan before assuming job responsibilities* Consistently meet or exceed blithequark Customer Technical Support metrics for the role of Customer Technical Support Specialist, which include quality/accuracy, call monitoring, and schedule adherence requirements* Comply with department's attendance policy* Perform t:connect log analysis related to customer allegations* Ensure work is performed in compliance with company policies, including Privacy/HIPAA and other regulatory, legal, and safety requirements* Perform other duties and schedules as assignedYOU'RE AWESOME AT* Bilingual-English/Spanish or English/French desired* 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/healthcare 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 bolthires Office applications, including Word, Excel, PowerPoint, and Outlook, preferred* Ability to learn quickly in a fast-paced environment* Ability to type at least 55wpm with a high rate of accuracy* Flexibility to work shifts, including weekends, holidays, and beyond regularly scheduled workday as neededMinimum Certifications/Educational Level* High School diploma required* Associates or Bachelor's degree in biology or health-related field encouraged and required for many promotional opportunitiesMinimum Experience* Bilingual-English/Spanish or English/French desired* 1 year previous experience in a Customer Service preferred but not required* Experienced with use of electronic documentation systems preferred* Experience working in a HIPAA environment highly preferred* Previous IT helpdesk experience preferred* Previous experience troubleshooting hardware, software, and network connectivity issues a plus* Familiar with the following subjects: driver installation process, USB device communication, computer and internet security settings, server configuration, and communicationWHAT'S IN IT FOR YOU?In addition to innovative technology, we have a culture that fosters the idea that the happiest people are the most productive people. Not only do we hire forward-thinking achievers to join our workforce; we reward, develop, and retain them too. Just one of the many reasons of how we #StayAwesome! To learn more about our culture and benefits, please visitBE YOU, WITH US! blithequark is firmly committed to being an equal opportunity employer and maintaining a diverse and inclusive environment. We value and embrace that every single one of us brings value to the table.But sometimes we forget that when we don't meet 100% of a job description's criteria – maybe you're feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us. COMPENSATION & BENEFITSThe starting base pay range for this position is $18.50 - $21.50 per hour. Base pay will vary based on job-related knowledge, skills, experience, and may also fluctuate depending on candidate's location and the overall job market. In addition to base pay, blithequark offers a competitive compensation package that includes bonus, equity, and a robust benefits package.* This is a temporary position. As a temporary employee, you will be employed through a staff agency partner. Benefits during your temporary assignment may be provided by the staffing agency. Access to blithequark-sponsored benefits is contingent upon conversion from temporary to regular full-time status. Conversion is determined based upon business need and job performance. YOU SHOULD KNOWPotential new employees must successfully complete a drug screen (excludes marijuana) and background check, which includes criminal search, education certification, and employment verification prior to hire.REFERRALSWe love a good referral! If you know someone that would be a great fit for this position, please share! If you are applying for this job and live in California, please read blithequark's CCPA Notice:SPONSORSHIPApplicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. at blithequark and be part of a dynamic, innovative, and inclusive environment where you can grow, learn, and make a real difference in the lives of people living with diabetes.and take the first step towards an exciting new career opportunity!