Why careerzynith?
At careerzynith we are on a mission to transform the lives of people living with diabetes. Our innovative, human‑centered approach to medical device design, software development, and customer care has positioned us as a leader in the diabetes technology space. We create products that empower patients, their families, and healthcare professionals to manage insulin therapy with confidence and ease. Because many of our own team members live with type 1 diabetes or have loved ones who do, the work we do is deeply personal. When you join careerzynith, you become part of a purpose‑driven community that puts people first, embraces continuous innovation, and never takes shortcuts.
Position Overview
We are seeking a highly motivated, bilingual (Spanish/English) Customer Technical Support Specialist to work the third shift (Wednesday – Saturday, 8:30 PM – 7:00 AM PST) from the comfort of your home. In this role you will be the frontline voice for our customers—patients, caregivers, and healthcare professionals—delivering empathetic, accurate, and timely assistance for our insulin pump, mobile app, and connected services. Your expertise will help resolve technical inquiries, document interactions in our CRM system, and ensure compliance with all regulatory standards, including HIPAA.
Key Responsibilities
- Answer inbound calls, chat messages, and emails from customers across all pump models, the careerzynith mobile app, and the careerzynith patient portal.
- Occasionally initiate outbound calls or proactive chat outreach to follow up on open tickets or provide product updates.
- Apply approved communication guidelines to address customer concerns, troubleshoot device, software, and connectivity issues, and deliver clear resolutions.
- Document every interaction in the Customer Relationship Management (CRM) platform with precise notes, following decision‑tree workflows and flow‑diagram instructions.
- Analyze careerzynith t:connect logs when customers report anomalies, and collaborate with engineering teams to identify root causes.
- Identify potential health‑ and safety‑related product issues and promptly notify internal stakeholders according to established protocols.
- Act as a customer advocate, representing user needs in internal process improvement discussions.
- Maintain strict adherence to privacy, HIPAA, and other regulatory requirements while handling protected health information (PHI).
- Consistently meet or exceed performance metrics for quality, accuracy, call handling time, and schedule adherence.
- Participate in ongoing training, complete required certifications, and contribute to team initiatives and knowledge‑base updates.
- Perform additional duties or schedule adjustments as assigned by leadership.
Essential Qualifications
- Bilingual proficiency in English and Spanish – both spoken and written.
- High school diploma or equivalent; an associate’s or bachelor’s degree in biology, health sciences, or a related field is strongly encouraged and beneficial for career advancement.
- Minimum of 1 year experience in a customer service environment; experience with technical support, help‑desk, or medical device support is a plus.
- Familiarity with electronic documentation systems and CRM tools; ability to navigate decision trees and flow diagrams.
- Understanding of HIPAA regulations and experience working in a HIPAA‑compliant setting is highly preferred.
- Demonstrated ability to troubleshoot hardware, software, and network connectivity issues, including driver installation, USB communication, and security settings.
- Strong written and verbal communication skills, with the ability to convey technical concepts clearly to non‑technical audiences.
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and web‑based applications.
- Typing speed of at least 55 wpm with high accuracy.
- Flexibility to work night‑shift hours, weekends, holidays, and occasional overtime as needed.
Preferred Skills & Competencies
- Previous experience in a medical‑device or health‑technology support role.
- Background in IT help‑desk functions, including ticketing systems and remote diagnostics.
- Ability to remain calm, empathetic, and solution‑focused when dealing with stressed or upset customers.
- Strong judgment in selecting appropriate troubleshooting methods and escalation paths.
- Proactive mindset with a track record of suggesting process improvements and contributing to team knowledge bases.
- Passion for continuous learning and staying current with emerging diabetes technologies.
Career Growth & Development
At careerzynith, your professional growth is a priority. We offer clear career pathways that can lead from a technical support specialist to senior technical advisor, team lead, or product specialist roles. Employees are encouraged to pursue certifications, attend industry conferences, and participate in internal mentorship programs. Our learning platform provides on‑demand training modules covering topics such as advanced device troubleshooting, regulatory compliance, and customer experience excellence.
Compensation & Benefits
We offer a competitive hourly wage ranging from $18.50 – $21.50 based on location, experience, and shift differentials. In addition to base pay, you may be eligible for performance bonuses, equity participation, and a comprehensive benefits suite that includes:
- Medical, dental, and vision insurance with multiple plan options.
- Health Savings Account (HSA) and Flexible Spending Account (FSA) contributions.
- Paid time off (minimum 20 days in the first year) plus 11 paid holidays.
- 401(k) retirement plan with company match.
- Employee assistance program (EAP) for mental health and wellness support.
- Remote‑work stipend for home office setup and internet expenses.
- Opportunities for internal mobility, cross‑functional projects, and leadership development.
Work Environment & Culture
careerzynith fosters a collaborative, inclusive, and high‑energy environment where every voice matters. Our remote‑first policy empowers you to work from anywhere while staying connected through virtual team huddles, regular check‑ins, and an online community platform. We celebrate diversity, champion equity, and maintain a zero‑tolerance policy for discrimination. Our core values—innovation, empathy, integrity, and accountability—guide everything we do, from product design to customer interactions.
Application Process
If you are passionate about helping people manage diabetes, thrive in a fast‑paced technical support setting, and are ready to work the night shift, we want to hear from you. To apply, click the link below, submit your resume, and share a brief cover letter highlighting your bilingual experience and why you’re excited to join careerzynith. We review applications on a rolling basis and will contact qualified candidates for a virtual interview.
Apply Now – Join the careerzynith Team!
Equal Opportunity & Inclusion
careerzynith is an equal‑opportunity employer. We celebrate the unique perspectives each employee brings and are committed to building a workforce that reflects the communities we serve. Applicants of all backgrounds are encouraged to apply, even if you do not meet every qualification listed. We evaluate candidates based on skills, experience, and potential.
Legal & Compliance Notice
All offers of employment are contingent upon successful completion of a background check, drug screening (excluding marijuana), and verification of eligibility to work in the United States. This position requires access to protected health information; therefore, a thorough review of criminal history may be conducted in accordance with applicable Fair Chance laws.
Join us and make a difference
At careerzynith, you will be part of a purpose‑driven team that is redefining diabetes care worldwide. Your technical expertise, bilingual communication skills, and compassionate approach will directly impact the health and well‑being of thousands of patients. Ready to start a rewarding career that blends technology, healthcare, and genuine human connection? Apply today and become a vital part of the careerzynith family.
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