Remote 3rd Shift Bilingual Customer Technical Support Specialist – Spanish/English – arenaflex Healthcare Device Support

Why arenaflex?

At arenaflex, we are on a mission to transform the lives of people living with diabetes and the professionals who care for them. Our innovative, human‑centered approach to medical device design, software development, and customer support has positioned us as a leader in the diabetes technology space. We believe that technology should empower, not complicate, and that every interaction—whether it’s a product launch or a support call—should reflect our commitment to empathy, safety, and excellence.

Position Overview

We are seeking a dedicated, bilingual (Spanish/English) Remote 3rd Shift Customer Technical Support Specialist to join our growing support team. This role operates on the night shift (Wednesday – Saturday, 8:30 PM – 7:00 AM PST) and serves as the frontline for patients, caregivers, and healthcare professionals who rely on arenaflex’s insulin delivery systems and connected software platforms. You will diagnose technical issues, provide clear guidance, and document every interaction in our Customer Relationship Management (CRM) system, all while maintaining the highest standards of privacy and regulatory compliance.

Key Responsibilities

• Customer Interaction: Respond promptly to inbound calls, chat messages, and emails from prospective and current customers, delivering empathetic, accurate technical assistance.
• Technical Troubleshooting: Diagnose and resolve issues related to arenaflex’s insulin pump, its embedded software, the mobile application, the arenaflex patient portal, and integration with continuous glucose monitoring (CGM) devices.
• Documentation: Accurately log every contact in the CRM, following approved flow diagrams and decision‑tree protocols to ensure traceability and compliance.
• Regulatory Adherence: Operate in strict accordance with HIPAA, privacy, and other regulatory requirements, safeguarding protected health information (PHI) at all times.
• Escalation & Advocacy: Identify potential safety concerns, flag them through internal notification procedures, and act as a customer advocate to relay critical feedback to product and engineering teams.
• Outbound Support: Occasionally initiate outbound calls or chat sessions to follow up on unresolved tickets, provide proactive education, or gather additional information.
• Process Improvement: Leverage frontline insights to suggest enhancements to support documentation, training materials, and overall customer experience.
• Performance Metrics: Consistently meet or exceed quality, accuracy, call‑monitoring, and schedule‑adherence targets established for the role.
• Team Collaboration: Contribute to team initiatives, share knowledge, and support peers during high‑volume periods or challenging cases.
• Continuous Learning: Complete required training modules, stay current on product updates, and maintain proficiency with the CRM and related tools.

Essential Qualifications

• Fluent in both English and Spanish (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.
• Ability to read and follow flow diagrams, decision trees, and standard operating procedures.
• Proficiency with CRM platforms and the ability to navigate automated systems efficiently.
• Clear, concise verbal and written communication skills, especially when conveying technical information to non‑technical audiences.
• Demonstrated ability to remain calm, patient, and solution‑focused in high‑stress situations.
• Basic understanding of web‑based software, browsers, and network troubleshooting.
• Typing speed of at least 55 wpm with high accuracy.
• Flexibility to work night shifts, weekends, holidays, and occasional overtime as needed.

Preferred Experience & Skills

• 1+ year of customer service experience, preferably in a healthcare or medical device environment.
• Experience with electronic documentation systems and ticketing tools.
• Prior exposure to HIPAA‑regulated environments and familiarity with privacy best practices.
• IT help‑desk background, including troubleshooting hardware, software, and network connectivity issues.
• Knowledge of driver installation, USB device communication, computer security settings, and server configuration.
• Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) or comparable productivity tools.
• Strong analytical skills and the ability to quickly learn new technologies in a fast‑paced setting.

Core Competencies

• Empathy & Customer‑Centricity: Ability to listen actively, understand the emotional context of each interaction, and provide reassurance.
• Problem‑Solving: Systematic approach to diagnosing technical issues and delivering clear, step‑by‑step resolutions.
• Attention to Detail: Precise documentation and adherence to SOPs to ensure compliance and data integrity.
• Team Orientation: Collaborative mindset, willingness to share knowledge, and support teammates during peak periods.
• Adaptability: Comfort with shifting priorities, evolving product features, and changing regulatory landscapes.

Career Growth & Development

arenaflex invests heavily in the professional development of its employees. As a Technical Support Specialist, you will have access to:

• Structured onboarding and ongoing training programs covering product architecture, regulatory compliance, and advanced troubleshooting techniques.
• Mentorship opportunities with senior engineers, product managers, and compliance officers.
• Clear career pathways toward senior support roles, quality assurance, training specialist positions, or even product development and clinical affairs.
• Tuition reimbursement and support for certifications relevant to medical device support, such as CompTIA A+, ITIL, or Certified Diabetes Educator (CDE) credentials.

Compensation, Perks & Benefits

We offer a competitive hourly wage ranging from $18.50 – $21.50 based on experience, location, and shift differentials. In addition to base pay, arenaflex provides a comprehensive benefits package that includes:

• Health, dental, and vision insurance with generous employer contributions.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Paid time off (minimum 20 days in the first year) and 11 paid holidays.
• 401(k) retirement plan with company match.
• Performance‑based bonuses and potential equity participation.
• Employee assistance programs, wellness resources, and mental‑health support.
• Remote‑work stipend for home office setup, high‑speed internet, and ergonomic accessories.

Work Environment & Culture

arenaflex believes that a happy, inclusive, and purpose‑driven workforce fuels innovation. Our remote teams are connected through regular virtual huddles, collaborative platforms, and a culture that celebrates diversity, curiosity, and continuous improvement. We champion:

• Inclusivity: A commitment to equal opportunity employment and a workplace where every voice is heard.
• Flexibility: Remote‑first policies that empower you to balance personal commitments with professional responsibilities.
• Recognition: Programs that acknowledge outstanding performance, creative problem‑solving, and community involvement.
• Learning: Access to internal knowledge bases, webinars, and cross‑functional projects that broaden your skill set.

Application Process

If you are passionate about helping people manage their health, thrive in a technical support environment, and are ready to work the night shift while making a meaningful impact, we want to hear from you. To apply, click the link below and submit your resume and a brief cover letter outlining your bilingual experience and why you’re excited to join arenaflex.

Apply Now – Join arenaflex!

Equal Opportunity & Compliance

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Background checks and drug screenings (excluding marijuana) will be conducted in accordance with applicable state and local Fair Chance laws.

Ready to Make a Difference?

Join a company where your technical expertise meets compassionate care. At arenaflex, you’ll not only support cutting‑edge diabetes technology—you’ll become part of a community that values your growth, your well‑being, and the lives you help improve every day.