Remote 3rd Shift Bilingual Customer Technical Support Specialist (Bilingual Spanish/English Required) at blithequark

Join blithequark and Revolutionize the Diabetes Technology Industry

At blithequark, we're on a mission to create new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We're a team of innovators, thinkers, and doers who are passionate about making a difference in the lives of others. If you're looking for a challenging and rewarding role that allows you to grow and develop your skills, you've come to the right place.

About blithequark

blithequark is proud to be a leader in the diabetes technology industry, manufacturing and selling innovative products such as the t:slim X2 insulin pump with Control-IQ technology. Our human-centered approach to design, development, and support delivers cutting-edge products and services for people who use insulin. With a team that includes individuals who live with type 1 diabetes or have a loved one impacted by diabetes, our work is personal, and we're committed to making a difference.

A Day in the Life: Key Responsibilities

As a Remote 3rd Shift Bilingual Customer Technical Support Specialist at blithequark, you'll play a critical role in responding to and documenting customer technical inquiries via phone calls, chat messages, and emails. Your primary goal will be to achieve the highest resolution rate while providing empathetic and supportive customer service.

• Respond timely and satisfactorily to resolve customer inbound calls and online contacts in support of all pump models
• Occasionally make outbound calls and offer chat support through the same support line
• Using approved communication guidelines, respond to customer concerns or inquiries and troubleshoot issues related to the use of blithequark's insulin pump, its software, integrated mobile app, online t:connect patient portal, and integration with CGM medical devices
• Demonstrate good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests
• Work in a technical environment, providing solutions and services to customers who may be in stressful situations, and be able to defuse situations
• Use training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system
• Identify potential health and safety issues with products and follow internal notification procedures
• Use knowledge to propose recommended improvements to customer-related processes and materials
• Act as a customer advocate to represent customer needs internally
• Confirm completion of required training plans before assuming job responsibilities
• Consistently meet or exceed blithequark's Customer Technical Support metrics for quality/accuracy, call monitoring, and schedule adherence requirements
• Comply with departmental attendance policies and perform t:connect log analysis related to customer allegations
• Ensure work is performed in compliance with company policies, including Privacy/HIPAA and other regulatory, legal, and safety requirements
• Perform other duties and schedules as assigned

Essential Qualifications and Skills

To succeed in this role, you'll need:

• Bilingual English/Spanish skills
• Ability to read and follow flow diagrams and work with decision trees
• Ability to perform work using a CRM tool, 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
• Ability 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

Preferred Experience and Education

While not required, the following experience and education will be considered a plus:

• 1 year of previous experience in customer service
• Experience working in a HIPAA environment
• Previous IT helpdesk experience
• Previous experience troubleshooting hardware, software, and network connectivity issues
• Familiarity with driver installation processes, USB device communication, computer and internet security settings, server configuration, and communication
• High School diploma required; Associate's or Bachelor's degree in biology or a health-related field encouraged and required for many promotional opportunities

What We Offer: Career Growth and Benefits

At blithequark, we believe in fostering a culture that encourages growth, development, and happiness. As a member of our team, you'll have access to:

• A competitive compensation package, including bonus, equity, and a robust benefits package
• Healthcare benefits, such as medical, dental, vision, health savings accounts, and flexible savings accounts
• 11 paid holidays per year and a minimum of 20 days of paid time off (starting in year 1)
• A 401k plan with company match
• Opportunities for career growth and professional development

Our Culture and Work Environment

At blithequark, we're committed to being an equal opportunity employer and maintaining a diverse and inclusive environment. We value and celebrate the unique perspectives and experiences that each team member brings to the table. Our remote work environment allows you to work from the comfort of your own space, and we're committed to providing the tools and resources you need to succeed.

How to Apply

If you're a motivated and compassionate individual who is passionate about delivering exceptional customer service, we want to hear from you! Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity. We can't wait to meet our next team member!

blithequark is firmly committed to being an equal opportunity employer and maintaining a diverse and inclusive environment. We encourage applicants from all backgrounds to apply, even if they don't meet 100% of the job description's criteria.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local Fair Chance laws and regulations.

A conditional offer of employment from blithequark is contingent upon successful completion of a thorough screening process, comprised of a drug test (excluding Marijuana) and background check, which includes a review of criminal history information.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Join blithequark and be part of a team that's revolutionizing the diabetes technology industry. Apply now and take the first step towards a rewarding and challenging career!