Sequel Med Tech

Customer Support

• Efficiently handle both inbound and outbound calls to provide exceptional support.
• Engage with customers through chat and text channels.
• Apply critical thinking skills to troubleshoot and resolve client inquiries.
• Educate customers on the use of the twiist automated insulin delivery system.
• Resolve issues related to the twiist insulin pump, software, mobile app, and online customer portal.
• Document customer interactions using CRM software.
• Follow approved communication guidelines and adhere to safety and compliance protocols.

Clinical Product Support Specialist

• 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.

Technical Product Support Specialist

Lead Generation

• Outbound Sales Calls: Make 60+ outbound sales calls per day to customers who have shown interest in the twiist device, explaining product benefits and how twiist compares to competitors.
• Inbound Call Management: Manage incoming queue calls, addressing customer inquiries and providing information about products and services.
• Transition qualified leads to appropriate sales team members and provide lead context for a smooth transition.
• Maintain accurate and up-to-date records in the CRM system (e.g., Salesforce).
• Collaborate with Inside Sales Manager and marketing to follow up on campaigns and events and share lead insights.
• Provide timely and professional responses to general product inquiries.
• Consistently meet or exceed weekly and monthly activity and lead conversion goals.
• Build a strong understanding of Sequel’s product offering and value proposition.
• Participate in ongoing training to continuously improve diabetes knowledge, sales skills, and product expertise.

Lead Generation Specialist

Support Engineer

• Act as the single point of contact for SLT and executive admin for all IT-related needs.
• Provide white glove support, set proper expectations, and deliver rapid solutions to ensure minimal disruption to executive workflows.
• Lead and support projects leveraging Microsoft ecosystem tools.
• Take ownership of SharePoint management and related collaboration tools.
• Develop and maintain project plans, stakeholder meeting schedules, and SLT communications.
• Partner with the Director of IT and other teams to identify and solve operational gaps.
• Provide Level 2–3 support for escalated tickets prioritizing executive requests.
• Coordinate cross-functional efforts to ensure project follow-through.

Senior IT Operations, Executive Support Engineer

Controller

• Maintain and enhance accounting policies, internal controls, and financial reporting systems.
• Lead the monthly, quarterly, and annual close process with an emphasis on accuracy, timeliness, and scalability in preparation for public company reporting requirements.
• Prepare, schedule, and manage General Ledger activity for monthly and year-end GAAP audit and tax compliance.
• Oversight of revenue recognition under ASC 606.
• Partner with FP&A on revenue forecasting, budgets and projections.
• Monitor Accounts Receivable and coordinate proactive collection efforts.
• Manage banking activity and act as primary finance/treasury contact.
• Prepare, review, and analyze company financial statements.
• Implement and maintain cost accounting systems and controls.
• Foster a culture within Finance that strives for continuous improvement.

Clinical Product Support Specialist

Technical Product Support Specialist

Lead Generation Specialist

Senior IT Operations, Executive Support Engineer

Global Corporate Controller