Join the Team at Blithequark: Innovating for a Healthier Tomorrow
Blithequark is a pioneering healthcare technology company dedicated to creating new possibilities for people living with diabetes, their loved ones, and healthcare providers. We're on a mission to revolutionize diabetes care through innovative products and services that put people first. Our company culture is built on the principles of innovation, empathy, and a commitment to excellence. We're looking for a talented and compassionate Bilingual Customer Technical Support Specialist to join our team and help us achieve our vision of a positively different experience for all.
A Day in the Life of a Blithequark Customer Technical Support Specialist
As a Bilingual Customer Technical Support Specialist at Blithequark, you will be the face of our company, providing exceptional technical support to our customers via phone, chat, and email. You will be responsible for resolving customer inquiries, troubleshooting issues, and documenting every interaction in our Client Relationship Management (CRM) system. Your goal will be to provide accurate and timely solutions to our customers, while promoting a positive and empathetic experience.
Key Responsibilities:
- Respond to and document customer technical inquiries via phone calls, chat messages, and emails from prospective and current customers.
- Determine the need of each contact with the goal of achieving the highest resolution.
- Converse with customers in an empathetic and supportive manner to promote the most precise information relating to the issue.
- Handle all calls in compliance with regulatory requirements outlined by departmental Standard Operating Procedures (SOPs).
- Respond timely and satisfactorily to resolve customer inbound calls and online contacts in support of all pump models.
- Occasionally make offers for chat support and outbound calls through the same support line.
- Using approved communication guidelines, respond to customer concerns or inquiries.
- Answer questions and troubleshoot issues related to the use of Blithequark's insulin pump, its software, integrated mobile app, online patient portal, and integration with CGM medical devices.
- Demonstrate 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.
- 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.
- Use knowledge to propose recommended improvements to customer-related processes and materials.
- Act as a customer advocate to represent customer needs internally.
- Confirm completion of required training plan before assuming job responsibilities.
- Consistently meet or exceed Blithequark Customer Technical Support metrics for the role of Customer Technical Support Specialist, which include quality/accuracy, call monitoring, and schedule adherence requirements.
- Comply with department's attendance policy.
- Perform t:connect log analysis related to customer allegations.
- Ensure work is performed in compliance with company policies, including Privacy/HIPAA and other regulatory, legal, and safety requirements.
- Perform other duties and schedules as assigned.
Requirements and Qualifications:
Essential Qualifications:
- Bilingual – English/Spanish required.
- Ability to read and follow flow diagrams and work with decision trees.
- Ability to perform work using a CRM tool which requires navigating in an automated system.
- Clear verbal and written communication skills to impart product information over the telephone, chat, and email to patients/healthcare support.
- Skilled at presenting technical information in a clear, concise manner to all levels within the department.
- Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner.
- Able to react to changing situations in a timely, calm, and confident manner.
- Solid understanding of web-based software and the ability to troubleshoot browser and network-specific issues.
- Ability to learn quickly in a fast-paced environment.
- Ability to type at least 55wpm with a high rate of accuracy.
- Flexibility to work shifts, including weekends, holidays, and beyond regularly scheduled workday as needed.
Preferred Qualifications:
- Knowledge of HIPAA.
- Working knowledge of Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
- Previous experience in customer service.
- Experience with use of electronic documentation systems.
- Experience working in a HIPAA environment.
- Previous IT helpdesk experience.
- Previous experience troubleshooting hardware, software, and network connectivity issues.
- Familiarity with the following subjects: driver installation process, USB device communication, computer and internet security settings, server configuration, and communication.
Education and Certifications:
- High School diploma required.
- Associates or Bachelor's degree in biology or a health-related field encouraged and required for many promotional opportunities.
What We Offer:
At Blithequark, we're committed to creating a work environment that fosters innovation, collaboration, and growth. Here are some of the benefits and perks we offer:
- Competitive hourly rate: $18.50 - $21.50 per hour, depending on location and shift.
- Robust 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).
- Access to a 401k plan with company match.
- Opportunities for professional growth and development.
- A diverse and inclusive work environment that values and celebrates individuality.
Why Join Blithequark?
At Blithequark, we're passionate about making a difference in the lives of people living with diabetes. We're a team of innovators, thinkers, and doers who are committed to creating a positively different experience for our customers. Here are some reasons why you might want to join our team:
- Make a meaningful impact: Our work has a direct impact on the lives of people living with diabetes.
- Be part of a innovative team: We're constantly pushing the boundaries of what's possible in diabetes care.
- Grow and develop: We offer opportunities for professional growth and development.
- Work with a diverse and inclusive team: We value and celebrate individuality.
- Enjoy a flexible work environment: We offer remote work options and flexible scheduling.
How to Apply:
If you're a motivated and compassionate individual who is passionate about making a difference, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role.
Blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a work environment that is inclusive and respectful of all employees.
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