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.

Requirements

Education: Bachelor’s degree in a health-related field preferred, or equivalent combination of education and experience.
Experience: 1+ years of experience in a fast-paced, high volume, FDA-regulated call center or contact center with omnichannel experience.
Medical device troubleshooting or product support experience preferred.
May require rotating coverage during holidays and weekends. Hours subject to change based on operational needs.
Bilingual (English and Spanish) speaking candidates are a plus.
Effective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and email.
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.
Ability to provide technical information in an easy-to-understand manner.
Working knowledge of Microsoft Office applications.
Position remotely based but requires 1 week of travel for new hire training meeting at Sequel’s home office in Marlborough, MA.

Benefits

You’ll be automatically enrolled in our 401k plan, featuring a 6% company match and 100% immediate vesting.
Capped out-of-pocket insulin costs and GLP-1 coverage across all plans.
Access to a variety of Meritain health insurance plans to suit your needs.
Flexible Spending Accounts (FSAs) or Health Savings Account (HSA).
Comprehensive benefits package includes vision and dental coverage, plus voluntary options such as long-term disability, accident, critical illness, hospital indemnity, and even discounts for pet care.
Employer-paid short-term disability and life insurance for extra peace of mind.
Flexible PTO, generous paid holidays, and Flex Time options to help you balance work and life.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

medical device troubleshootingproduct supportomni-channel supporttechnical information communicationproblem-solvingcritical thinkingcustomer interaction documentation

Soft Skills

effective communicationpatienceunderstandingde-escalationlistening

Certifications

basic certification