Customer Technical Support Specialist

Description

We're looking for candidates who can blend strong customer service skills with technical troubleshooting ability. Healthcare, medical device, IT help desk, call center, and bilingual candidates are especially strong fits. The ideal person remains calm under pressure, follows process, documents thoroughly, and enjoys helping customers solve technical issues.

Provides timely and effective support for inbound customer calls and online inquiries related to all pump models.

Offers chat support and makes outbound calls as needed through the customer support line.

Utilizes approved communication guidelines to address customer questions, concerns, and service needs.

Assists customers with troubleshooting and resolving issues related to insulin pumps, associated software, mobile applications, patient portals, and integration with continuous glucose monitoring (CGM) devices.

Demonstrates sound judgment in determining appropriate solutions and resolving customer inquiries efficiently.

Successfully works in a technical support environment, providing solutions and guidance to customers, including those experiencing stressful or urgent situations, while maintaining professionalism and de-escalating concerns when necessary.

Uses training resources, reference materials, and process documentation to accurately record customer interactions, including calls, chats, and emails, within the CRM system.

Identifies potential product health and safety concerns and follows established internal escalation and reporting procedures.

Contributes recommendations for improving customer service processes, workflows, and support materials.

Serves as a customer advocate by communicating customer needs and feedback to internal teams.

Completes all required training and maintains knowledge necessary to perform job responsibilities effectively.

Consistently meets or exceeds established customer support performance metrics, including quality, accuracy, call handling standards, and schedule adherence.

Adheres to departmental attendance and performance expectations.

Performs data and system log analysis related to customer-reported issues and product concerns.

Ensures all work is completed in compliance with company policies, privacy regulations (including HIPAA), and applicable legal, regulatory, and safety requirements.

Performs additional duties and schedule assignments as required.

Strong Customer Service Mindset

Technical Troubleshooting Ability

High Attention to Detail

Healthcare or Medical Device Experience Preferred

Strong Communication Skills

Experience Working in a Fast-Paced Call Center Environment

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Preferred Qualifications

• Bilingual English/Spanish/French highly desirable.

• Experience with CRM systems such as Salesforce, Zendesk, or similar platforms.

• Experience troubleshooting mobile apps, software, and internet connectivity issues.

• Typing speed of 55+ WPM with strong accuracy.

• Shifts: CTS provides around-the-clock customer support. Schedules are not limited to a traditional Monday through Friday workweek and may include weekends, nights, and holidays. Shift configurations can vary, with examples including 4x10 and 3x12 schedules. Specific schedules are determined by business needs and operational coverage requirements.

Training is M-F for 6 weeks - EVERYTHING WILL BE IN PST

Experience Level

Intermediate Level

This is a Contract to Hire position based out of Dallas, TX.

The pay range for this position is $18.50 - $18.50/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully remote position.

This position is anticipated to close on Aug 14, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.