Job Description
Note: The job is a remote job and is open to candidates in USA. Sequel Med Tech, headquartered in Manchester, New Hampshire, is developing transformative drug-delivery advancements for diabetes management. The Technical Product Support Specialist will assist pump users and their families with their twiist experience, responding to technical support inquiries and troubleshooting issues. Responsibilities Handle inbound and outbound calls to support our customers Communicate with customers via chat and/or text channels as appropriate Adhere to approved communication guidelines when responding to customer inquiries Troubleshoot issues related to the twiist insulin pump and online customer portal Handle technical questions in potentially stressful situations; ability to de-escalate challenging interactions Demonstrate critical thinking skills in selecting problem-solving methods using troubleshooting materials and document resources Aim for resolving issues on first contact by listening, identifying, and solving with patience and understanding Document customer interactions thoroughly and accurately using CRM software Identify and report potential health and safety issues with the product Adhere to the attendance policy for the Customer Care department Perform work in compliance with company policies, regulatory, legal and safety requirements Complete training onboarding inclusive of basic certification for job responsibilities Skills Bachelor's degree in a health-related field preferred, or equivalent combination of education and experience 1+ years of experience in a fast-paced, high volume, FDA-regulated call center or contact center with omnichannel experience Effective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and email Ability to provide technical information in an easy-to-understand manner Working knowledge of Microsoft Office applications May require rotating coverage during holidays and weekends Hours subject to change based on operational needs Position remotely based but requires 1 week of travel for new hire training meeting at Sequel's home office in Marlborough, MA Medical device troubleshooting or product support experience preferred Bilingual (English and Spanish) speaking candidates are a plus Diabetes knowledge preferred Experience providing omni-channel remote support, particularly in a high volume, regulated environment Skilled in using CRM tools; experience with Salesforce.com preferred Benefits 401k plan, featuring a 6% company match and 100% immediate vesting Capped out-of-pocket insulin costs GLP-1 coverage across all plans Variety of Meritain health insurance plans Flexible Spending Accounts (FSAs) Health Savings Account (HSA) Vision and dental coverage Voluntary options such as long-term disability, accident, critical illness, hospital indemnity, and even discounts for pet care Employer-paid short-term disability Life insurance Flexible PTO Generous paid holidays Flex Time options Company Overview We’re Sequel — a driven team of innovators and problem solvers laser-focused on improving the health and lives of people with diabetes. It was founded in 2023, and is headquartered in Manchester, New Hampshire, USA, with a workforce of 201-500 employees. Its website is