[Hiring] Clinical Product Support Specialist @Sequel Med Tech

Role Description

Sequel’s Customer Care Center is the pulse of our organization, serving customers 24/7 across their entire device journey. As a Clinical Product Specialist, you will be critical in assisting pump users and their families with their twiist experience. You will use your clinical acumen and experience with diabetes education to offer product instruction, guidance, and troubleshooting support to customers and caregivers in a virtual call center environment during scheduled hours. Your expertise will directly impact customer outcomes and enhance the overall user experience with our medical device.

Current shifts available for this position include:

• Wednesday - Sunday, 930am-6pm ET
• Wednesday - Sunday, 3pm-1130pm ET
• Wednesday - Sunday, 1030pm-7am ET
• Wednesday - Sunday, 1130pm -8am ET
• Saturday- Wednesday, 4pm-1230am
• Saturday- Wednesday, 1130am-8pm

Qualifications

• Certified Diabetes Care and Education Specialist (CDCES) certification required.
• 2+ years of experience coordinating and conducting diabetes education with strong experience in the technical use of diabetes technology.
• 2+ years of customer service/contact center experience, preferably in medical device troubleshooting.
• Call center experience in diabetes medical device support/sales preferred.

Requirements

• May require rotating coverage during holidays and weekends. Hours subject to change based on operational needs.
• Bilingual (English and Spanish) speaking candidates is a plus.
• Comprehensive knowledge of the diabetes disease state and experience in training on insulin pumps and automated insulin delivery devices.
• Effective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and email.
• Experience providing omni-channel remote support, particularly in a high-volume, regulated environment.
• Skilled in using CRM tools.
• The ability to provide technical information in an easy-to-understand manner.
• Working knowledge of Microsoft Office applications.
• Quick learner; thriver in a fast-paced environment.
• Participates in rotation for coverage during off-shift hours/weekends/holidays as required.
• Position remotely based but requires 1 week of travel for new hire training meeting to home office in Marlborough, MA.

Benefits

• Automatic enrollment in our 401k plan, featuring a 6% company match and 100% immediate vesting.
• Capped out-of-pocket insulin costs and GLP-1 coverage across all plans.
• Access to a variety of Meritain health insurance plans.
• Flexible Spending Accounts (FSAs) or Health Savings Account (HSA).
• Comprehensive benefits package including vision and dental coverage.
• Voluntary options such as long-term disability, accident, critical illness, hospital indemnity, and discounts for pet care.
• Employer-paid short-term disability and life insurance.
• Flexible PTO, generous paid holidays, and Flex Time options.
• A culture built on hard work, fun, and genuine support.

Environmental/Safety/Physical Work Conditions

• Ensures environmental consciousness and safe practices are exhibited in decisions.
• Use of computer and telephone equipment and other related office accessories/devices to complete assignments.
• May work extended hours during peak business cycles.
• Physical requirements such as lifting specific weights.
• Some travelling is expected.