Experienced Full Stack Customer Technical Support Specialist – Bilingual Spanish/English Required (Remote 3rd Shift)

Are you a customer-centric, bilingual professional with a passion for delivering exceptional technical support? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! arenaflex is seeking an experienced Full Stack Customer Technical Support Specialist to join our team on a remote 3rd shift basis. As a key member of our customer support team, you will be responsible for providing top-notch technical assistance to our customers, resolving complex issues, and ensuring their complete satisfaction.

About arenaflex

arenaflex is a leading innovator in the diabetes technology industry, dedicated to creating new possibilities for people living with diabetes, their loved ones, and their healthcare providers. Our mission is to deliver a positively different experience through innovative products and services that put people first. We're a company that values diversity, inclusivity, and employee growth, and we're committed to making a meaningful impact in the lives of our customers.

A Day in the Life

As a Full Stack Customer Technical Support Specialist, you will 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

* Respond timely and satisfactory to resolve customer inbound calls and online contacts in support of all pump models

• Occasionally make outbound calls through the same support line
• Using approved communication guidelines, respond to customer concerns or inquiries
• Answer questions and troubleshoot 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
• Demonstrate 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
• 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 appropriate 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 plan before assuming job responsibilities
• Consistently meet or exceed arenaflex Customer Technical Support metrics for the role of Customer Technical Support Specialist, which include quality/accuracy, call monitoring, and schedule adherence requirements
• Comply with department's attendance policy
• 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

YOU'RE AWESOME AT

* Bilingual – English/Spanish required

• 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 required

• 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?

In addition to innovative technology, we have a culture that fosters the idea that the happiest people are the most productive people. Not only do we hire forward-thinking achievers to join our workforce; we reward, develop, and retain them too. Just one of the many reasons of how we #StayAwesome! To learn more about our culture and benefits, please visit https://www.arenaflex.com/careers.

BE YOU, WITH US!

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.

COMPENSATION & BENEFITS

The starting base pay range for this position is $18.50 - $21.50 per hour. Base pay will vary based on job-related knowledge, skills, experience, and may also fluctuate depending on candidate's location and the overall job market. In addition to base pay, arenaflex offers a competitive compensation package that includes bonus, equity, and a robust benefits package. arenaflex offers health care benefits such as medical, dental, vision, health savings accounts, and flexible saving accounts. You'll also receive 11 paid holidays per year, a minimum of 20 days of paid time off (starting in year 1), and have access to a 401k plan with company match. Learn more about arenaflex's benefits here!

YOU SHOULD KNOW

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 arenaflex 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. arenaflex has good cause to conduct a review of criminal history for this position as this position will have access to customer's protected health information and regular contact with customers. This review is required to ensure that individuals in such roles uphold high standards of trust and integrity so as to protect the interests of our customers, employees, and stakeholders.

REFERRALS

We love a good referral! If you know someone that would be a great fit for this position, please share! If you are applying for this job and live in California, please read arenaflex's CCPA Notice: https://www.arenaflex.com/careers/california-consumer-privacy-act-notice-for-job-applicants.

SPONSORSHIP

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. #LI-Remote #LI-KB1 Apply Job! Apply for this job