Product Support Specialist I
hace 1 semana
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 Job Title: Product Support Specialist 1
Location: Guadalajara, Mexico
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% scheduled 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- Highschool diploma (Bachillerato/Bachiller) or equivalent certification- Experience with use of electronic documentation systems-
- Ability to type 45+ WPM with a high rate of accuracy. 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 Location:
- Onsite- Hybrid eligibility contingent on individual performance.
More than 50 positions open-
- Interviews will start by the end of October- More than 50 positions open- Project to start January 6th.
NOTE: This position requires on-site working (requires on-site office/plant/lab work). #LI-Onsite
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