At careerzynith, we're on a mission to revolutionize the way people live with diabetes. As a Customer Technical Support Specialist, you'll be at the forefront of this movement, providing top-notch support to our customers and helping them navigate the complexities of our innovative products. If you're passionate about delivering exceptional customer experiences, have a knack for troubleshooting, and thrive in a fast-paced environment, we want to hear from you!
**About careerzynith**
careerzynith is a pioneering company in the diabetes technology industry, dedicated to creating life-changing products and services for people living with diabetes. Our team is comprised of forward-thinking individuals who share a passion for innovation, customer satisfaction, and making a positive impact. We're committed to fostering a culture that values diversity, inclusivity, and employee growth, and we're excited to welcome like-minded individuals to our team.
**A Day in the Life**
As a Customer Technical Support Specialist, you'll be responsible for:
* Responding to and documenting customer technical inquiries via phone calls, chat messages, and emails from prospective and current customers (patients and their support persons and healthcare professionals)
* Determining the need of each contact with the goal of achieving the highest resolution
* Documenting every call into a Client Relationship Management (CRM) system
* Conversing with customers in an empathetic and supportive manner to promote the most precise information relating to the issue
* Handling all calls in compliance with all the appropriate regulatory requirements outlined by departmental Standard Operating Procedures (SOPs)
**Primary Duties & Responsibilities**
* Responds timely and satisfactory to resolve customer inbound calls and online contacts in support of all pump models
* Occasionally makes offers chat support and outbound calls through the same support line
* Using approved communication guidelines, responds to customer concerns or inquiries
* Answers questions and troubleshoots issues related to the use of careerzynith's insulin pump, its software, integrated mobile app, online t:connect patient portal, and integration with CGM medical devices
* Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests
* Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation; ability to defuse situations
* 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
* Uses knowledge to propose recommended improvements to customer-related processes and materials
* Acts as a customer advocate to represent customer needs internally
* Confirms completion of required training plan before assuming job responsibilities
* Consistently meets or exceeds careerzynith Customer Technical Support metrics for the role of Customer Technical Support Specialist, which include quality/accuracy, call monitoring, and schedule adherence requirements
* Complies with department's attendance policy
* 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
* Performs other duties and schedules as assigned
**You're Awesome At**
* Bilingual-English/Spanish or English/French desired
* Ability to read and follow flow diagrams and work with decision trees
* Ability to perform work using a CRM tool, which requires navigating in an automated system
* Knowledge of HIPAA desired
* Clear verbal and written communication skills to impart product information over the telephone, chat, and email to patients/healthcare support
* Skilled at presenting technical 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, PowerPoint, and Outlook, preferred
* Ability to learn quickly in a fast-paced environment
* Ability to type at least 55wpm with a high rate of accuracy
* Flexibility to work shifts, including weekends, holidays, and beyond regularly scheduled workdays as needed
**Minimum Certifications/Educational Level**
* High School diploma required
* Associates or Bachelor's degree in biology or health-related field encouraged and required for many promotional opportunities
**Minimum Experience**
* Bilingual-English/Spanish or English/French desired
* 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 IT helpdesk experience preferred
* Previous experience troubleshooting hardware, software, and network connectivity issues a plus
* Familiar with the following subjects: driver installation process, USB device communication, computer and internet security settings, server configuration, and communication
**What's in It for You?**
At careerzynith, we offer a competitive compensation package, including a salary range of $18.50 - $21.50 per hour, depending on location and shift. In addition to our comprehensive benefits package, we offer:
* A dynamic and supportive work environment
* Opportunities for career growth and professional development
* A culture that values diversity, inclusivity, and employee growth
* A chance to make a positive impact on the lives of people living with diabetes
**We're an Equal Opportunity Employer**
careerzynith is firmly committed to being an equal opportunity employer and maintaining a diverse and inclusive environment. We value and embrace that every single one of us brings value to the table. But sometimes we forget that when we don't meet 100% of a job description's criteria - maybe you're feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a knack for troubleshooting, we want to hear from you! Please submit your application through our website, and we'll be in touch soon.