Customer Technical Support (CTS) Specialists at Tandem respond to and manage technical support calls and emails, helping troubleshoot issues for pump users and their families. They investigate problems on an individual basis, thoroughly document each issue, and collaborate with Tandem field representatives across the country to ensure that each patient receives a timely and satisfactory resolution. They are also customer advocates who represent the customer’s needs internally. They’re looking to grow their team.
What’s one interesting fact about Tandem or your department that people might not know?
Mohamed: Tech support is available to assist customers 24hrs a day, 7 days a week, 365 days a year, including holidays. I say this because some customers do not know that we’re here for them anytime.
Samantha: Tandem has an open door policy – without the doors. Every team member, including our executive team, uses a cube, which helps foster our culture of collaboration and innovation.
John: Sometimes when people think of technical support, they may think of agents reading off of scripts and not actually focusing on each individual customer’s needs. At Tandem we truly care about our customers, so we treat each call independently and actively listen to the customer to find the best possible resolution for each specific issue.
What are some of the challenges you enjoy most?
Mohamed: As a member of the technical support team, I love solving problems on a case-by-case basis. I play the role of a detective, gathering pertinent information from the customer and integrating product knowledge to provide a clear resolution for the issue.
Samantha: One of my favorite things working in technical support is when I help someone resolve an issue or understand a complex pump feature, making it easier for them to manage their diabetes. There is so much involved in life on a pump, and it is an honor to help simplify and improve a patient’s pump experience.
John: When a customer contacts us with an issue, it can be a challenge to determine the source of the issue as well as the appropriate resolution in a timely manner. However, when the issue is resolved and the customer is satisfied, it is extremely rewarding.
What’s your background?
Mohamed: This is my first job in the medical device industry and so far it has been rewarding. Since my father is diagnosed with type 1 diabetes, I am passionate about maintaining customer satisfaction with their insulin therapy so that they may continue to live their lives productively. I graduated from the University of California in Riverside with a Bachelor of Science in Biology. I was born outside the United States, but was raised in the great state of Minnesota. I lived in San Diego for the past 8 years and have grown to call it home.
Samantha: I have a background of problem solving and research in the medical device field, with a Bachelor of Science in Biomedical Engineering from the Georgia Institute of Technology in Atlanta, GA.
John: I was born and raised just outside of Minneapolis, Minnesota, and I studied neuroscience and psychology at St. Olaf College.
What does it take to be successful in this position?
Mohamed: It is important to have an understanding of diabetes as it helps to understand what the customer is experiencing. CTS representatives also have to be great listeners and knowledgable of the pump features.
Samantha: Strong integrity and customer focus, outstanding attention to detail, comprehensive knowledge of our products, superior communication skills, and an understanding of life with diabetes. A great CTS Specialist is someone who efficiently analyzes and solves problems while being personable and empathetic with each and every patient, each and every day.
John: It takes an active listener, critical thinker, and attention to detail in order to properly understand what the customer is experiencing and to come up with an appropriate resolution.
Tandem has been named a “Best Place to Work”, what do you think makes Tandem a great place to work?
Mohamed: Tandem has proved to be a positive work environment. My coworkers and the management team have all been supportive and approachable. The sense of teamwork is exemplified throughout our everyday tasks, as we utilize effective communication and thorough documentation to provide seamless support for customers and fellow colleagues, alike. Overall, Tandem has a relaxed but professional work culture and for me that makes work less stressful and more enjoyable.
Samantha: Collaborating with people who are so genuine and kindhearted makes working at Tandem wonderful. Getting to be part of a group with a passion to improve the lives of people living with diabetes makes it that much better.
John: The casual environment and relaxed culture are really beneficial to keeping everyone energetic and productive each day they come into work. Additionally, the people at Tandem are incredibly passionate and truly care about making the world a better place.
What advice would you give to someone applying for Technical support?
Mohamed: Research the company and get a sense of what we do. Overall, be professional but be yourself.
Samantha: Come with a thorough understanding of diabetes and pump therapy, and be ready to share why this field is important to you. Prepare questions that show you know your stuff and are interested and eager to learn more. Show that you share our values of integrity, courtesy, and professionalism, and our passion for innovation and collaboration. And keep in mind – we are excited to have new people join our team!
John: Although it is important to highlight relevant skills and experience, it is just as important to be yourself and to show your personality when applying for this role. Our management team does a great job of hiring talented, intelligent people who work well together as a team.
In one word, how would you describe the CTS team?
Samantha: Devoted. Our customer technical support team is committed to being a reliable resource for our patients and their families 24 hours a day, 7 days a week, which is just part of why we continue to be ranked #1 for customer support in the diabetes community.