Product Support Specialist I

hace 2 días

Guadalajara, México Insulet Corporation A tiempo completo

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

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**

- Bachelor's degree or Highschool diploma (Bachillerato/Bachiller) or equivalent certification
- Between 1 - 2 years in call center experience or medical support experience
- 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.

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