Customer Technical Support Specialist – Remote (Bilingual English/Spanish Preferred) – Diabetes Technology & Patient Care Solutions at arenaflex

Why arenaflex?

arenaflex is a pioneering leader in diabetes technology, dedicated to transforming the lives of people living with diabetes, their families, and the healthcare professionals who support them. Our mission is built on a foundation of innovation, empathy, and a relentless “people‑first” philosophy. By joining arenaflex, you become part of a purpose‑driven community that strives to innovate every day, uphold a no‑shortcuts mindset, and deliver life‑changing products that empower users to manage their health with confidence.

Position Overview

We are seeking a highly motivated Remote Customer Technical Support Specialist to become the voice of arenaflex for our customers across the United States. In this role, you will provide compassionate, knowledgeable, and timely assistance to patients, caregivers, and healthcare professionals who use arenaflex’s insulin pump, software, mobile applications, and integrated continuous glucose monitoring (CGM) solutions. Your work will directly influence the satisfaction, safety, and success of our users, making a tangible difference in their daily lives.

Key Responsibilities

• Respond promptly to inbound calls, chat messages, and emails from prospective and current customers, ensuring each interaction is documented accurately in our Customer Relationship Management (CRM) system.
• Diagnose and resolve technical inquiries related to arenaflex’s insulin pump models, firmware updates, the arenaflex mobile app, the t:connect patient portal, and CGM device integrations.
• Utilize approved communication guidelines to convey complex technical information in a clear, empathetic, and supportive manner.
• Escalate unresolved issues to senior technical teams while maintaining ownership of the case until a satisfactory resolution is achieved.
• Perform outbound follow‑up calls and proactive outreach when necessary to ensure customers feel heard and supported.
• Document every interaction, including troubleshooting steps, resolutions, and any safety concerns, following strict regulatory and privacy standards (HIPAA, GDPR where applicable).
• Analyze t:connect logs and other diagnostic data to identify patterns, root causes, and opportunities for product improvement.
• Act as a customer advocate, relaying feedback to product, engineering, and quality teams to drive continuous improvement.
• Maintain a high level of product knowledge through ongoing training, self‑study, and participation in internal knowledge‑sharing sessions.
• Adhere to departmental attendance policies, schedule adherence, and quality metrics, consistently meeting or exceeding performance targets.

Essential Qualifications

• Education: High school diploma or equivalent required; an associate’s or bachelor’s degree in biology, health sciences, or a related field is strongly encouraged and beneficial for career advancement.
• Experience: Minimum of 1 year in a customer service or technical support role. Experience with electronic documentation systems, HIPAA‑compliant environments, or IT help‑desk functions is highly desirable.
• Technical Skills: Ability to troubleshoot hardware, software, and network connectivity issues; familiarity with driver installation, USB communication, and basic server configuration.
• Communication: Excellent verbal and written communication skills; ability to explain technical concepts to non‑technical audiences with patience and clarity.
• Language: Bilingual proficiency in English/Spanish or English/French is a strong asset.
• Typing Speed: Minimum 55 words per minute with high accuracy.
• Regulatory Knowledge: Understanding of HIPAA regulations and best practices for protecting patient data.

Preferred Qualifications & Skills

• Previous experience supporting medical devices or health‑tech products.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and web‑based software troubleshooting.
• Comfort working in a fast‑paced, remote environment with flexible shift schedules, including weekends and holidays.
• Demonstrated ability to remain calm, composed, and solution‑focused during high‑stress situations.
• Experience using CRM platforms (e.g., Salesforce, Zendesk) and navigating decision‑tree workflows.
• Strong analytical mindset with the ability to interpret log data and generate actionable insights.

Compensation & Benefits

arenaflex offers a competitive hourly wage ranging from $18.00 to $21.00 per hour, dependent on experience, location, and shift differentials. In addition to base pay, you may be eligible for performance‑based bonuses, equity participation, and a comprehensive benefits package that includes:

• Medical, dental, and vision insurance with flexible spending accounts.
• Health Savings Account (HSA) options.
• Generous paid time off (minimum 20 days per year) and 10 paid holidays.
• 401(k) retirement plan with company match.
• Employee assistance programs, wellness initiatives, and mental‑health resources.
• Continuous learning opportunities, tuition reimbursement, and internal career development pathways.
• Remote‑work stipend for home office setup and internet connectivity.

Career Growth & Development

At arenaflex, we believe that personal and professional growth go hand‑in‑hand. As a Customer Technical Support Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your mastery of arenaflex products.
• Regular skill‑building workshops on advanced troubleshooting, regulatory compliance, and customer experience design.
• Opportunities to transition into specialized roles such as Clinical Support Engineer, Product Trainer, Quality Assurance Analyst, or even Product Management, based on performance and interests.
• Cross‑functional collaboration with engineering, clinical, and marketing teams, giving you a holistic view of the product lifecycle.

Work Environment & Culture

arenaflex fosters a culture where #StayAwesome is more than a tagline—it’s a daily reality. Our remote workforce enjoys:

• A supportive, inclusive community that celebrates diversity and encourages authentic self‑expression.
• Regular virtual town halls, team‑building events, and recognition programs that highlight individual and collective achievements.
• Flexibility to balance work and personal responsibilities, with shift options that accommodate different time zones and personal schedules.
• A commitment to employee well‑being, including ergonomic assessments, mental‑health days, and access to fitness resources.

Application Process

If you are passionate about making a difference in the lives of people with diabetes and thrive in a dynamic, technology‑driven environment, we want to hear from you. To apply, click the link below, submit your resume, and share a brief cover letter describing why you’re the perfect fit for arenaflex’s mission.

Apply Now → Customer Technical Support Specialist – Remote (Atlanta, GA)

Equal Opportunity & Inclusion

arenaflex is an equal‑opportunity employer. We celebrate the unique perspectives each employee brings and are committed to building a workforce that reflects the diverse communities we serve. If you don’t meet every single qualification but feel you can excel in this role, we encourage you to apply—your potential matters more than a perfect checklist.

Next Steps & Important Information

• All candidates must successfully complete a pre‑employment drug screen and background check, including verification of education, certifications, and prior employment.
• Applicants must be authorized to work in the United States. arenaflex does not currently sponsor work visas.
• For California residents, please review arenaflex’s CCPA notice on our website.
• We love referrals! If you know someone who would thrive in this role, please share this opportunity.

Join arenaflex and Make an Impact

Ready to bring your technical expertise, empathy, and problem‑solving skills to a company that truly cares about its customers? Become a vital part of arenaflex’s support team and help us continue to innovate, inspire, and improve the lives of millions. Apply today and start your journey with arenaflex!