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Clinical Product Support Specialist

8 hours, 14 minutes ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
CRM
Apply Now

Sequel Med Tech, LLC.

Sequel develops automated insulin delivery (AID) and insulin delivery technologies for people with diabetes, including the twiist™ AID System powered by Tidepool. The company focuses on making diabetes care simpler and more accessible and on advancing drug-delivery technology.

Medical Equipment Manufacturing
201-500
Founded 2023
View All Jobs 4

Description

  • Handle inbound and outbound calls to support customers across their device journey.
  • Provide support through chat and text channels with responsive, personalized communication.
  • Use clinical judgment and troubleshooting resources to solve customer problems.
  • Educate customers on the twiist automated insulin delivery system and daily use scenarios.
  • Troubleshoot issues with the insulin pump, software, mobile app, and online customer portal.
  • De-escalate stressful interactions and manage clinical and technical questions with composure.
  • Aim to resolve issues on first contact by identifying and solving problems efficiently.
  • Provide Tier 2 support for more advanced clinical and diabetes-related issues.
  • Deliver scheduled virtual product training to new twiist users.
  • Document customer interactions accurately in CRM software and report potential product safety issues.

Requirements

  • Certified Diabetes Care and Education Specialist (CDCES) certification is required.
  • 2+ years of experience coordinating and conducting diabetes education.
  • Strong experience with the technical use of diabetes technology, including insulin pumps and automated insulin delivery devices.
  • 2+ years of customer service or contact center experience, preferably in medical device troubleshooting.
  • Experience in diabetes medical device support or sales is preferred.
  • Comprehensive knowledge of diabetes and experience training others on diabetes technology.
  • Effective verbal and written communication skills across phone, chat, text, and email.
  • Experience providing omni-channel remote support in a high-volume, regulated environment.
  • Skilled in using CRM tools and working knowledge of Microsoft Office applications.
  • Bilingual English and Spanish candidates are a plus.
  • Availability for rotating weekend and holiday coverage, with hours subject to change based on operational needs.
  • Ability to travel to Marlborough, MA for one week of new hire training.

Benefits

  • $48 to $52 per hour compensation.
  • 401(k) plan with a 6% company match and 100% immediate vesting.
  • Capped out-of-pocket insulin costs and GLP-1 coverage across all health plans.
  • Access to Meritain health insurance plans, plus FSA and HSA options.
  • Vision and dental coverage.
  • Employer-paid short-term disability and life insurance.
  • Voluntary benefits including long-term disability, accident, critical illness, hospital indemnity, and pet care discounts.
  • Flexible PTO, generous paid holidays, and Flex Time options.

Interested in this position?

Apply directly on the company website

Apply Now

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