Clinical Product Support Specialist
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AI Summary
About Sequel
Sequel, headquartered in Manchester, New Hampshire, is a company developing the next generation of transformative drug-delivery advancements starting with diabetes. Sequel’s approach is to look at diabetes management holistically to advance systems that make living with diabetes simpler and easier for all. Sequel’s flagship product, the twiist Automated Insulin Delivery (AID) System, launched in July 2025 for people with type 1 diabetes providing them with personalized diabetes management.
Job Overview:
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
\n- Call Management: Efficiently handle both inbound and outbound calls to provide exceptional support to our customers, utilizing your clinical diabetes educator expertise.
- Multi-Channel Communication: Engage with customers through chat and text channels, ensuring responsive and personalized communication.
- Critical Thinking and Problem-Solving: Apply critical thinking skills to select appropriate problem-solving methods, utilizing troubleshooting materials and documented resources.
- Customer Education: Educate customers on the use of the twiist automated insulin delivery system, addressing their questions and daily use scenarios with clarity and empathy.
- Technical Troubleshooting: Resolve issues related to the twiist insulin pump, software, mobile app, and online customer portal, leveraging your technical knowledge and clinical expertise.
- Stress Management: Handle clinical and technical questions in potentially stressful situations with composure, demonstrating the ability to de-escalate challenging interactions.
- First Contact Resolution: Strive to resolve issues on the first contact by actively listening, identifying, and solving problems with patience and understanding.
- Tier 2 Support: Respond to Tier 2 calls requiring advanced clinical and diabetes therapeutic area knowledge.
- Virtual Product Training: Deliver scheduled virtual product training to new twiist users.
- Accurate Documentation: Thoroughly and accurately document customer interactions using CRM software, ensuring all details are captured and maintained.
- Adherence to Guidelines: Follow approved communication guidelines when addressing customer inquiries, maintaining professionalism and consistency.
- Safety and Compliance: Identify and report potential health and safety issues with the product, adhering to company policies and regulatory, legal, and safety requirements.
- Training and Certification: Complete the required training and onboarding processes, including obtaining basic certification for job responsibilities.
- 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.
- 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 is 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.
Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
At Sequel, we believe that when you thrive, we thrive. That’s why our benefits package is designed to support you from day one. You’ll be automatically enrolled in our 401k plan, featuring a 6% company match and 100% immediate vesting. We’re committed to your well-being and understand the unique needs of employees and families living with diabetes, so we offer capped out-of-pocket insulin costs and GLP-1 coverage across all plans. You’ll have access to a variety of Meritain health insurance plans to suit your needs and can also take advantage of Flexible Spending Accounts (FSAs) or Health Savings Account (HSA). Our comprehensive benefits package includes vision and dental coverage, plus voluntary options such as long-term disability, accident, critical illness, hospital indemnity, and even discounts for pet care. In addition, we provide employer-paid short-term disability and life insurance for extra peace of mind.
We know the importance of taking time to rest and recharge. That’s why Sequel offers flexible PTO, generous paid holidays, and Flex Time options to help you balance work and life when you need it most. Our team enjoys a culture built on hard work, fun, and genuine support. At Sequel, you’re not just starting a job, you’re building a rewarding career and a brighter future. Join us, and let’s thrive together!
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
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