Customer Technical Support Specialist

San Diego, CA, United States

** Customer Technical Support Specialist**

**Job Category****:** Technical Service **Requisition Number****:** CALLC005887 Showing 1 location **Job Details**

**Description**

**Compensation ranges from $21/hr - $24.15****/hr depending on shift.**

**GROW WITH US:**

Tandem Diabetes Care is dedicated to making the lives of people with diabetes better and better through relentless innovation. In Tandem means together, and we strive to embody that in every aspect of our business. Headquartered in San Diego with customers all over the world, our continuous rapid growth has extended our roots to Midtown Boise! Our offices are centrally located adjacent to Downtown, Boise Bench and West End.

**DIABETES IS ALL WE DO:**

At Tandem, Diabetes is all we do. We are the makers of the only color, touch-screen insulin pump that is capable of remote feature updates and compatibility with continuous glucose monitoring. Read more about our company and check out our latest product features and capabilities here:

In addition to innovative technology, we have a culture that fosters the idea that the happiest people are the most productive people. We treat our fellow employees like friends and family, and the company like our own home. This universal respect allows us the freedom to be ourselves and to be effective at our jobs, knowing at the end of the day that we can trust everyone to do the right thing, for each other and for the company. You can learn more about our culture and life at tandem here: and See what our customers are saying here:

**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.

**YOURE 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 departments 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 Bachelors 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.

At Tandem, our employees are just as important as our customers! Not only do we hire the best, we reward, develop, and retain them too. At Tandem we offer competitive compensation packages, superb medical, dental and vision, a discounted stock purchasing plan, fitness discounts, generous PTO, casual work attire and more! For a full list of benefits please review our perks page at .

**BE YOU, WITH US!**

Were always looking for awesome, forward-thinking achievers to join our workforce. We are committed to making sure our company fully reflects the diverse consumers who use our product. We are making strides towards this goal and are firmly committed to being an equal opportunity employer and maintaining a diverse and inclusive environment.

**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 Tandems CCPA Notice:**

**Skills**

**Dedicated****:** Devoted to a task or purpose with loyalty or integrity **Ability to Make an Impact****:** Inspired to perform well by the ability to contribute to the success of a project or the organization **Goal Completion****:** Inspired to perform well by the completion of tasks **Job Security****:** Inspired to perform well by the knowledge that your job is safe **Education**

**Experience**

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