Two Chicks With A Side Hustle

Primary Duties & Responsibilities:

  • 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 Support Specialist which include quality/accuracy, call monitoring, and schedule adherence requirements.

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