Customer Technical Support Specialist (Remote)

**GROW WITH US:** Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take the “no\-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry. **STAY AWESOME:** Tandem Diabetes Care is proud to manufacture and sell the Tandem Mobi system and t:slim X2 insulin pump with Control\-IQ\+ technology — an advanced predictive algorithm that automates insulin delivery. But we’re so much more than that. Our company’s human\-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Because many of our own team members live with diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at tandemdiabetes.com **A DAY IN THE LIFE:** Responsible for providing technical support to prospective and current customers, patients, caregivers, and healthcare professionals via phone, chat, and email. Accurately assesses and resolves inquiries, documents all interactions in the CRM system, and communicates with empathy and professionalism. Ensures compliance with regulatory requirements and departmental standard operating procedures while maintaining reliable attendance and adherence to assigned schedules.**Customer Technical Support Specialists are also responsible for:*** Responds timely and satisfactory to resolve customer inbound calls and on\-line contacts in support 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 use of the Tandem'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 Tandem Diabetes Care Customer Technical Support metrics for the role of Customer Technical Supp