Customer Technical Support Specialist

• 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.

WHEN & WHERE YOU’LL WORK:

Remote: This position is fully remote and open to candidates located in the United States. Equipment for the role will be provided and training will occur remotely. 

Schedule: Our call center operates 24 hours a day, 7 days a week. Employees may be scheduled to work one or two weekend days and are expected to work holidays when their assigned shift falls on a holiday.

Start Times: Shift start times range between 3:00 AM - 10:00 PM PST

End Times: Shift end times range between 11:30 AM - 6:30 AM PST

WHAT YOU'LL NEED:

Knowledge, skills & abilities:

• 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.

• Ability to type at least 55wpm with a high rate of accuracy.

• Bilingual-English/Spanish or English/French desired.

• Flexibility to work shifts including weekends, holidays and beyond regularly scheduled workday as needed.

Minimum certifications/educational level:

• High School diploma required.

• Associates or Bachelor’s degree in biology or health related field encouraged and required for many promotional opportunities

Minimum experience:

• 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 communication.

• Bilingual Spanish/French encouraged.

COMPENSATION & BENEFITS:

The starting base hourly pay range for this position is $18.50 or $21.50. 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, Tandem offers a competitive compensation package that includes bonus and a robust benefits package.

Tandem offers health care benefits such as medical, dental, vision available your first day, as well as health savings accounts and flexible saving accounts.  You’ll also receive 11 paid holidays per year, a minimum of 20 days of paid time off (with accrual starting on day 1) and you will have access to a 401k plan with company match as well as an Employee Stock Purchase plan.  Learn more about Tandem’s benefits here!

YOU SHOULD KNOW: 

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local Fair Chance laws and regulations. A conditional offer of employment from Tandem is contingent upon successful completion of a pre-employment screening process comprised of a drug test (excluding marijuana) and background check, which includes a review of criminal history information.

Tandem has good cause to conduct a review of criminal history information of candidates for this position, as this role may involve access to proprietary, sensitive and/or confidential information, including customer protected health information. This review is required to ensure that individuals in such roles uphold high standards of trust and integrity so as to protect the interests of our customers, employees, and stakeholders.

SPONSORSHIP: Applicants 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