Technical Product Support Specialist

Job Overview: 

Sequel’s Customer Care Center is the pulse of our organization, serving customers 24/7 across their entire device journey. As a Technical Product Support Specialist, you will play a crucial role in assisting pump users and their families with their twiist experience. Reporting to the Product Support leadership team, the successful candidate’s responsibilities will include responding to technical support calls and emails, troubleshooting issues, and investigating concerns individually.  

• 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 is highly desired. 

• 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.