Experienced Full Stack Customer Technical Support Specialist - Remote

At arenaflex, 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 arenaflex

arenaflex 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 arenaflex'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 arenaflex 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 arenaflex, 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

arenaflex 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. Apply for this job