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Technical Product Support Specialist

10 hours, 14 minutes ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
CRM Salesforce
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 customer support calls, chats, texts, and emails.
  • Troubleshoot issues related to the twiist insulin pump and online customer portal.
  • Investigate customer concerns independently and use troubleshooting resources to resolve issues.
  • De-escalate challenging customer interactions and provide support in potentially stressful situations.
  • Aim to resolve customer issues on first contact with patience and understanding.
  • Document customer interactions thoroughly and accurately in CRM software.
  • Identify and report potential health and safety issues related to the product.
  • Follow approved communication guidelines, attendance policies, and company, regulatory, legal, and safety requirements.
  • Complete onboarding and required job-related certifications.
  • Provide technical information in a clear, easy-to-understand manner.

Requirements

  • Bachelor’s degree in a health-related field preferred, or an equivalent combination of education and experience.
  • 1+ years of experience in a fast-paced, high-volume, FDA-regulated call center or contact center.
  • Omnichannel customer support experience, including telephone, chat, text, and email.
  • Medical device troubleshooting or product support experience preferred.
  • Bilingual English and Spanish speaking candidates are a plus.
  • Experience using CRM tools; Salesforce.com experience preferred.
  • Effective verbal and written communication skills.
  • Working knowledge of Microsoft Office applications.
  • Ability to work rotating coverage, including holidays and weekends, with hours subject to operational needs.
  • Must be able to travel for 1 week of new hire training at Sequel’s home office in Marlborough, MA.

Benefits

  • $33–$35 per hour.
  • Automatic 401(k) enrollment with a 6% company match and 100% immediate vesting.
  • Capped out-of-pocket insulin costs and GLP-1 coverage across all 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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