Technical Product Support Specialist - Medical Devices - Remote

Overview

Sequel Med Tech is an emerging medical device company committed to revolutionizing patient care through innovative solutions. Our mission is to improve the lives of people by developing cutting-edge medical technologies that address unmet needs in healthcare.

In Short

• Provide technical support for pump users and their families.
• Handle inbound and outbound calls, and communicate via chat and text.
• Troubleshoot issues related to the twiist insulin pump.
• Document customer interactions using CRM software.
• Assist in coaching new hires and handling escalated calls.
• Must be available for shifts including holidays and weekends.
• Participate in special projects as required.
• Provide technical information clearly to customers.
• Adhere to company policies and regulatory requirements.
• Must have effective communication skills.

Requirements

• Bachelor's degree in a health-related field preferred.
• 1+ years of experience in a fast-paced, FDA-regulated call center.
• Medical device troubleshooting experience preferred.
• Bilingual (English and Spanish) candidates preferred.
• Experience with CRM tools, preferably Salesforce.com.
• Diabetes knowledge preferred.
• Ability to work in a high volume, regulated environment.
• Strong verbal and written communication skills.
• Critical thinking and problem-solving skills required.
• Must adhere to attendance policy.

Benefits

• 401k plan with 6% company match and immediate vesting.
• Capped out-of-pocket insulin costs and GLP-1 coverage.
• Multiple medical plans, including a 100% company-paid high deductible plan.
• Vision and dental plans available.
• Employer-paid short-term disability.
• Flexible PTO and generous paid holidays.
• Supportive work culture that values hard work and fun.
• Opportunities for career growth.
• Voluntary options like accident and pet insurance.
• Training and onboarding included.