Customer Service Agent – Remote Jobs San Antonio

Job Type: Bilingual Customer Technical Support Specialist from home
Location: San Antonio work from home
Company: Tandem Diabetes Care

In charge of answering and recording technical questions from clients via email, chat, and phone conversations from both new and existing clients (patients, their supporters, and medical personnel). In charge of assessing each contact’s necessity in order to reach the best possible conclusion. records each call into a system for client relationship management (CRM). communicates with clients in a kind and encouraging way to advance the most accurate information regarding the problem. Responds to all calls in accordance with the department’s Standard Operating Procedures (SOPs) and all applicable regulatory requirements.

Responsibilities:

• Responds to client calls and online interactions in a fast and satisfactory manner, supporting all pump models
• Offers chat assistance and outgoing calls over the same support number on occasion.
• Answers questions or complaints from customers in accordance with established communication norms.
• Provides answers to queries and resolves problems with the Tandem insulin pump, software, integrated mobile app, online patient portal, t:connect, and CGM medical device integration.
• Shows sound judgment while deciding which approaches and strategies to use to get the answers needed to satisfy client requirements.
• The capacity to defuse situations and work in a technical setting while offering services and solutions to clients who occasionally might be going through a difficult time.
• records precise and comprehensive documentation of customer contact conversations and emails within the CRM system by using training materials and process flow charts.
• determines whether a product may pose a health or safety risk and follows the proper internal notification protocols.
• uses expertise to suggest changes to customer-related procedures and products.
• serves as an internal customer advocate, advocating on behalf of customers.
• Verifies that the necessary training plan has been completed before taking on new duties.
• Meets or exceeds quality/accuracy, call monitoring, and schedule adherence standards for Tandem Diabetes Care Customer Technical Support metrics on a regular basis in the capacity of Customer Technical Support Specialist.
• respects the department’s attendance guidelines.
• analyzes t:connect logs in relation to client claims.
• Verifies that work is done in accordance with company rules, privacy/HIPAA regulations, and other legal, safety, and regulatory requirements.
• carries out additional tasks and timetables as given.

Requirements:

Know-how, aptitudes, and capacities:

• French and English bilingualism is necessary.
• the capacity to use decision trees and understand and comprehend flow diagrams.
• Capacity to operate with a CRM solution that needs you to navigate an automated system.
• HIPAA knowledge is preferred.
• Excellent written and vocal communication abilities to provide patients and healthcare support with product information via email, chat, and phone.
• adept in communicating technical information to all department levels in a clear and succinct manner.
• competent at thoroughly and promptly contributing to team projects on a regular basis.
• able to respond quickly, calmly, and confidently to changing circumstances.
• strong knowledge of web-based applications and the capacity to handle issues related to networks and browsers.
• Preferred is some familiarity with Microsoft Office, specifically Word, Excel, PowerPoint, and Outlook.
• the capacity to pick things up rapidly in a hectic setting.
• the capacity to type accurately and at least 55 words per minute.
• flexibility to work overtime as necessary, including on weekends, holidays, and outside of usual business hours.

Minimum degree of education and certifications:

• A high school diploma is necessary.
• A biology or health-related associate’s or bachelor’s degree is recommended and necessary for many career advancement prospects.

Minimum level of expertise:

• French and English bilingualism is necessary.
• Although not necessary, one year of prior customer service experience is desirable.
• It is preferred to have prior experience using electronic documentation systems.
• Strong preference for prior HIPAA-related job experience.
• Preferable is prior IT helpdesk expertise.
• Prior experience debugging software, hardware, and network connectivity problems is advantageous.
• knowledgeable about the following topics: configuring and communicating with servers, USB device communication, computer and internet security settings, and driver installation procedures.

For this role, the base pay range is $18.50 to $21.50 per hour. Base compensation will change based on experience, education, and knowledge relevant to the position. It may also change dependent on the candidate’s location and the state of the labor market. Tandem provides a competitive remuneration structure that includes bonus, equity, and an extensive benefits package in addition to basic pay.

Tandem provides health benefits such flexible savings accounts, health savings accounts, dental, and vision care. A minimum of 20 days of paid time off (beginning in year 1), 11 paid holidays annually, and access to a 401(k) plan with corporate match are also provided.