Product Support Specialist 2
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 seeing 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
Responsibilities:
- Responds timely and satisfactorily to resolve customer inbound calls, supporting all current OmniPod System pump models and drug delivery systems.
- 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% schedule adherence
- 2.5% Call Abandonment Rate
Average After Call Work (ACW)
- 145 seconds
- 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 5 - 8 years in medical call center experience or medical support experience
- Experience with use of electronic documentation systems required.
- Ability to type 45+ WPM with a high rate of accuracy.
Preferred Qualifications
- Technical school, or Bachelor’s degree
- Experience working in a HIPAA environment highly preferred.
Location:
- Onsite
- Hybrid eligibility contingent on individual performance.
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