Customer Technical Support Specialist at Tandem Diabetes Care

| Boise, ID
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Compensation ranges from $18/hr - $20.70/hrdepending on shift.

GROW WITH US:

"In Tandem" means together, and we strive to embody that in every aspect of our business. Whether your office-based or fully remote, Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and the healthcare providers supporting them through a positively different experience.

INNOVATE EVERYDAY

At Tandem, we strive to put our values into action. Our "Team Up", "No shortcuts" approach has propelled us to be an industry leader and make significant strides in the diabetes technology space. We are proud to be the makers of the only color, touch-screen insulin pump that is capable of remote feature updates and compatibility with continuous glucose monitoring. Watch our latest video to see our product features and capabilities here:t:slim X2™ Insulin Pump with Control-IQ™ Technology

A DAY IN THE LIFE:

Our Customer Technical Support Specialist are responsible for capturing 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 level of complexity of each contact with the goal of achieving the highest initial 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 SOPs.

YOU'RE AWESOME AT:

  • Responds to inbound calls and emails arriving randomly to the Tandem Diabetes Care technical support line or inbox. Occasionally offers chat support 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 t:connect application (including our PC/Mac software data uploader), HCP Portal, Mobile app, and other future software applications.
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests.
  • Participates in shadowing and reverse shadowing and assists with training of new agents as needed.
  • Performs timely and satisfactory resolution of calls and on-line contacts.
  • 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.
  • 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 including:
    • Maintains a quality metric of ≤5% error rate.
    • Receives a monthly call monitoring score of 3.5 or above.
    • Maintains a productivity level of 4.0 calls/hour.
    • Complies with department's attendance policy.
    • Accrues ≤ 1 service issue/month.
  • 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.


Knowledge, Skills & Abilities

  • Ability to read and follow flow diagrams and work with decision trees.
  • Knowledge of Computer Operating Systems, Windows & Mac Based Systems.
  • Knowledge of HIPAA desired.
  • Clear communication skills to impart product information over the telephone, chat and email to patients/health care support.
  • Skilled at presenting 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 and Outlook preferred.
  • Knowledge of in network security and familiarity with processes such as driver installation.
  • Ability to type at least 55wpm with a high rate of accuracy.
  • Flexibility to work weekends, holidays and beyond regularly scheduled workday as needed.
  • Performs other duties and schedules as assigned.


EXTRA AWESOME:

Minimum certifications/educational level:

  • High School diploma required.
  • Associates or Bachelor's degree in biology or health related field encouraged.
  • IT certifications such as CompTIA, A+ and/or Network+, Security+, MCDST, and MCITP preferred.
  • 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 experience troubleshooting hardware, software and network connectivity issues preferred.
  • Previous IT helpdesk experience preferred.
  • Familiar with the following subjects: driver installation process, USB device communication, computer and internet security settings, antivirus software capabilities, server configuration and communication.
  • Bilingual Spanish/French encouraged.


WHAT'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 visit https://www.tandemdiabetes.com/careers.

BE YOU, WITH US!

Tandem 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.

REFERRALS:

We 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 Tandem's CCPA Notice:

https://www.tandemdiabetes.com/careers/california-consumer-privacy-act-notice-for-job-applicants
More Information on Tandem Diabetes Care
Tandem Diabetes Care operates in the Biotech industry. The company is located in San Diego, CA and Boise, ID. Tandem Diabetes Care was founded in 2006. It has 1300 total employees. To see all 48 open jobs at Tandem Diabetes Care, click here.
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