Customer Technical Support Specialist

Jobtailor; Deutschland; Hybrid; EUR 43.000 - 60.000; Vollzeit

Zusammenfassung

Jobtailor seeks an adaptable customer support specialist to assist patients and healthcare professionals with insulin pump technologies. You will handle inquiries via phone, chat, and email, document interactions in the CRM, and troubleshoot Tandem pumps, apps, and CGM integrations.

Candidates should have strong communication skills, the ability to follow flow diagrams, and be comfortable with web-based software. Some shifts may include weekends.

Qualifikationen

• High School diploma required.
• 1 year experience in Customer Service preferred but not required.
• Ability to read and follow flow diagrams and work with decision trees.
• Ability to work using a CRM tool and navigate an automated system.
• Knowledge of HIPAA desired.
• Clear verbal and written communication skills for product information via telephone, chat, and email.
• Ability to present technical information clearly and concisely.
• Ability to contribute consistently to team initiatives.
• Ability to react to changing situations calmly and confidently.
• Understanding of web-based software and ability to troubleshoot browser and network issues.
• Working knowledge of Microsoft Office applications including Word, Excel, PowerPoint, and Outlook preferred.
• Ability to type at least 55 wpm with a high rate of accuracy.
• Flexibility to work shifts including weekends, holidays, and beyond regularly scheduled workdays as needed.
• Applicants must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable.
• Successful completion of pre-employment drug test and background check required.

Aufgaben

• Provide technical support to prospective and current customers, patients, caregivers, and healthcare professionals via phone, chat, and email.
• Assess and resolve customer inquiries and document interactions in the CRM system.
• Support all insulin pump models and respond to customer contacts.
• Provide chat support and outbound calls when needed.
• Answer questions and troubleshoot Tandem insulin pumps, software, mobile app, t:connect patient portal, and CGM integrations.
• Select appropriate methods and techniques to resolve customer requests.
• Defuse stressful customer situations.
• Record accurate documentation of customer calls and emails using training materials and process flow charts.
• Identify potential product health and safety issues and follow internal notification procedures.
• Recommend improvements to customer-related processes and materials.
• Advocate for customer needs internally.
• Complete required training before assuming job responsibilities.
• Meet or exceed customer technical support metrics for quality, accuracy, call monitoring, and schedule adherence.
• Perform t:connect log analysis related to customer allegations.
• Comply with Privacy/HIPAA and other regulatory, legal, and safety requirements.
• Perform other assigned duties and schedules.

Kenntnisse

Technical Support

Troubleshooting

Flow Diagrams

Decision Trees

T:connect Log Analysis

Typing Speed 55 WPM

Microsoft Office

Web-Based Software

Insulin Pump Knowledge

CGM Integrations

Ausbildung

High School Diploma

Tools

CRM System

T:connect Patient Portal

Chat Support Tools

Email Communication Tools

Jobbeschreibung

• Provide technical support to prospective and current customers, patients, caregivers, and healthcare professionals via phone, chat, and email
• Assess and resolve customer inquiries and document interactions in the CRM system
• Support all insulin pump models and respond to customer contacts
• Provide chat support and outbound calls when needed
• Answer questions and troubleshoot Tandem insulin pumps, software, mobile app, t:connect patient portal, and CGM integrations
• Select appropriate methods and techniques to resolve customer requests
• Defuse stressful customer situations
• Record accurate documentation of customer calls and emails using training materials and process flow charts
• Identify potential product health and safety issues and follow internal notification procedures
• Recommend improvements to customer-related processes and materials
• Advocate for customer needs internally
• Complete required training before assuming job responsibilities
• Meet or exceed customer technical support metrics for quality, accuracy, call monitoring, and schedule adherence
• Perform t:connect log analysis related to customer allegations
• Comply with Privacy/HIPAA and other regulatory, legal, and safety requirements
• Perform other assigned duties and schedules

Requirements

• High School diploma required
• 1 year previous experience in Customer Service preferred but not required
• Ability to read and follow flow diagrams and work with decision trees
• Ability to work using a CRM tool and navigate an automated system
• Knowledge of HIPAA desired
• Clear verbal and written communication skills for product information via telephone, chat, and email
• Ability to present technical information clearly and concisely
• Ability to contribute consistently to team initiatives
• Ability to react to changing situations calmly and confidently
• Understanding of web-based software and ability to troubleshoot browser and network issues
• Working knowledge of Microsoft Office applications including Word, Excel, PowerPoint, and Outlook preferred
• Ability to type at least 55 wpm with a high rate of accuracy
• Flexibility to work shifts including weekends, holidays, and beyond regularly scheduled workdays as needed
• Applicants must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable
• Successful completion of pre-employment drug test and background check required

Core Competencies

Demonstrates strong technical support capabilities for insulin pump models and related software, ensuring compliance with HIPAA and other regulatory requirements. Excels in customer communication and documentation while effectively troubleshooting technical issues.

Highest-signal resume keywords

• Technical Support
• HIPAA Compliance
• CRM Tool Navigation
• Clear Communication Skills
• Troubleshooting Software Issues

ATS Optimization Keywords

Hard Skills

• Technical Support
• Troubleshooting
• Flow Diagrams
• Decision Trees
• T:connect Log Analysis
• Typing Speed (55 WPM)
• Microsoft Office
• Web-Based Software
• Insulin Pump Knowledge
• CGM Integrations

Soft Skills

• Customer Advocacy
• Stress Management
• Team Collaboration
• Adaptability
• Clear Presentation Skills

Industry Keywords

• Healthcare
• Customer Service
• Privacy Regulations
• Safety Requirements

Tools & Technologies

• CRM System
• T:connect Patient Portal
• Chat Support Tools
• Email Communication Tools