Introduction to arenaflex
arenaflex is a pioneering force in the diabetes technology industry, dedicated to creating innovative solutions that enhance the lives of individuals living with diabetes, their loved ones, and healthcare providers. Our mission is built on a foundation of empathy, innovation, and a relentless pursuit of excellence. We strive to make a positive impact through our products and services, fostering a community that values collaboration, inclusivity, and mutual support. As we continue to grow and evolve, we're seeking talented individuals who share our passion for making a difference in the lives of others.
About the Role
We're currently seeking a highly skilled and compassionate Remote Bilingual Customer Technical Support Specialist to join our team. As a critical member of our customer support team, you will be responsible for providing exceptional technical assistance to our customers, ensuring that they receive the highest level of support and care. This is a unique opportunity to work with a dynamic and innovative company that is revolutionizing the diabetes technology industry. If you're a motivated and empathetic individual with a passion for helping others, we encourage you to apply for this exciting role.
Key Responsibilities
- Respond to customer technical inquiries via phone calls, chat messages, and emails in a timely and satisfactory manner, resolving issues and providing support to prospective and current customers, including patients, their support persons, and healthcare professionals.
- Determine the needs of each customer contact, with the goal of achieving the highest resolution, and document every interaction in our Client Relationship Management (CRM) system.
- Converse with customers in an empathetic and supportive manner, promoting precise information relating to their issues, and handling all calls in compliance with regulatory requirements outlined by departmental Standard Operating Procedures (SOPs).
- Provide technical support for all pump models, including troubleshooting issues related to the use of our insulin pump, software, integrated mobile app, online patient portal, and integration with continuous glucose monitoring (CGM) medical devices.
- Demonstrate good judgment in selecting methods and techniques for obtaining solutions in response to customer requests, and 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, using knowledge to propose recommended improvements to customer-related processes and materials.
- Act as a customer advocate, representing customer needs internally, and consistently meet or exceed arenaflex's Customer Technical Support metrics for the role, including quality/accuracy, call monitoring, and schedule adherence requirements.
Essential Qualifications
- Bilingual proficiency in English and Spanish is required.
- High school diploma or equivalent is required, with an associate's or bachelor's degree in biology or a health-related field preferred.
- Previous experience in customer service, technical support, or a related field is preferred, with a minimum of 1 year of experience in a customer-facing role.
- Ability to read and follow flow diagrams and work with decision trees, with knowledge of HIPAA regulations desired.
- Clear verbal and written communication skills, with the ability to impart product information over the telephone, chat, and email to patients and healthcare support.
- Skilled at presenting technical information in a clear, concise manner to all levels within the department, with the ability to contribute to team initiatives in a thorough and timely manner.
- Able to react to changing situations in a timely, calm, and confident manner, with a 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, is preferred.
- Ability to learn quickly in a fast-paced environment, with flexibility to work shifts, including weekends, holidays, and beyond regularly scheduled workdays as needed.
Preferred Qualifications
- Experience working in a HIPAA environment is highly preferred, with previous IT help desk experience or technical support experience a plus.
- Familiarity with the following subjects: driver installation process, USB device communication, computer and internet security settings, server configuration, and communication.
- Previous experience troubleshooting hardware, software, and network connectivity issues is desirable.
- Experience working with electronic documentation systems, such as CRM software, is preferred.
What We Offer
At arenaflex, we're committed to fostering a culture that values innovation, inclusivity, and mutual support. We believe that the happiest people are the most productive, and we're dedicated to creating an environment that allows our employees to thrive. As a member of our team, you can expect:
- A competitive compensation package, with a starting base pay range of $18.50 - $21.50 per hour, depending on location and shift.
- A comprehensive benefits package, including medical, dental, vision, health savings accounts, and flexible spending accounts.
- 11 paid holidays per year, a minimum of 20 days of paid time off (starting in year 1), and access to a 401(k) plan with company match.
- Opportunities for professional growth and development, with a focus on continuous learning and skill-building.
- A dynamic and supportive work environment, with a team of passionate and dedicated professionals who share your commitment to making a difference in the lives of others.
Our Culture
At arenaflex, we're proud of our culture, which is built on a foundation of empathy, innovation, and a relentless pursuit of excellence. We believe in fostering a community that values collaboration, inclusivity, and mutual support, and we're committed to creating an environment that allows our employees to thrive. We're an equal opportunity employer, and we welcome applications from diverse candidates who share our passion for making a difference in the lives of others.
How to Apply
If you're a motivated and compassionate individual with a passion for helping others, we encourage you to apply for this exciting role. Please submit your application, including your resume and a cover letter, to be considered for this opportunity. We can't wait to hear from you and explore how you can contribute to our mission of making a positive impact in the lives of individuals living with diabetes.
Equal Opportunity Employer
arenaflex is an equal opportunity employer, and we welcome applications from diverse candidates who share our passion for making a difference in the lives of others. We're committed to creating an inclusive environment that values collaboration, mutual support, and respect for all individuals. If you're a qualified candidate with a disability, we encourage you to apply, and we'll provide reasonable accommodations to support your success in this role.
Apply Now