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Product Support Specialist I
hace 2 semanas
Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.
We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it
Position Overview
We are currently seeking self-motivated, action-oriented individuals to join our Product Support team working with customers in the US & Canada supporting technical and functional inquires related to the OmniPod System.
The Product Support Specialist 1 role is responsible for providing product support for Insulet' OmniPod System (for insulin and injectable drugs). The primary responsibility of the Product Support Specialist 1 is to assist customers with troubleshooting and addressing technical questions by educating the caller on product functionality and usage. The successful candidate will demonstrate a high degree of accountability, strong communication skills, a proven ability to troubleshoot and resolve product inquiries, and an analytical mindset.
Responsibilities
- Responds timely and satisfactorily to resolve customer inbound calls, supporting all current OmniPod System pump models and drug delivery systems.
- Utilizes approved resources, process documents, flow charts and communication guidelines to deliver technical support and troubleshooting assistance which includes but is not limited to cloud service applications, mobile applications, mobile devices, hand-held controller and continuous glucose monitoring systems (CGMs).
- Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation. The candidate must possess the ability to defuse situations.
- Utilizing process flows and work instructions to accurately record and document all customer interactions within the CRM system in accordance with federal FDA regulations.
- Acts as a customer advocate to represent the customer's needs internally.
- Ensures work is performed in compliance with all legal requirements, company policies we relating to Privacy, HIPAA and other applicable global privacy regulations, .
- Exceptional call handling soft skills, must possess the ability to conduct active listening while being empathetic and reassuring the customer.
- Consistently maintaining departmental standards for quality performance by maintaining a monthly average of 90%
- Achieving defined Service Level Agreements and Key Performance Indicator goals, which include, without limitation:
- ≥90% scheduled adherence
- ≤ 2.5% Call Abandonment Rate
- Average After Call Work (ACW) ≤ 145 seconds
- KPIs are subject to change as dictated by business needs, process changes and as system efficiencies are introduced.
- Must pass Product Support Certification courses and checkpoints throughout training, as well as any ongoing training.
Required Qualifications
- Bachelor's degree or Highschool diploma (Bachillerato/Bachiller) or equivalent certification
- Between 1-2 years of call center experience or medical support experience
- Experience with use of electronic documentation systems
- Clear verbal and written communication skills in English to convey product information over the telephone, chat and email to customers, health care providers and product distributors
- Ability to type 45+ WPM with a high rate of accuracy.
- Proven ability to learn, retain and apply material taught in either a virtual or in person environment.
Preferred Qualifications
- 0-2 years in technical or clinical/medical based support role, or 1 year of technical, clinical/medical plus 1 year of customer care.
- Medical call center experience or experience in medical support role
- Working knowledge of Microsoft Office applications including Outlook, Word & Excel preferred
Location:
- Onsite
- Hybrid eligibility contingent on individual performance.
