Call Center Representative

Insulet; Guadalajara; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A healthcare technology company is looking for a Product Support Specialist 1 to join their support team in Guadalajara. The role involves assisting customers with the OmniPod System, offering troubleshooting and technical guidance. Ideal candidates should possess strong communication skills, an analytical mindset, and the ability to handle customer inquiries effectively. This position offers a dynamic working environment in the healthcare industry focused on improving customer experience.

Formación

• Self-motivated and action-oriented individuals.
• Ability to work in stressful situations and defuse tension.
• Excellent call handling with a focus on customer satisfaction.

Responsabilidades

• Respond promptly to customer inquiries regarding the OmniPod System.
• Utilize process documents and guidelines to provide technical support.
• Document customer interactions accurately as per compliance regulations.

Conocimientos

Strong communication skills

Troubleshooting ability

Analytical mindset

Active listening

Empathy

Herramientas

CRM system

Descripción del empleo

Insulet started in 2000 with a mission to enable our customers to enjoy simplicity, freedom, and healthier lives through our Omnipod product platform. Over the last two decades, we have improved the lives of hundreds of thousands of patients using innovative, wearable, waterproof, and lifestyle-friendly technology.

We are seeking highly motivated, performance-driven individuals to join our expanding team. We hire amazing people guided by shared values who exceed customer expectations, as our continued success depends on it!

Position Overview:

We are currently looking for self-motivated, action-oriented individuals to join our Product Support team, supporting customers in the US & Canada with technical and functional inquiries related to the OmniPod System.

The Product Support Specialist 1 will provide support for the Insulet OmniPod System (for insulin and injectable drugs). The primary responsibilities include troubleshooting and educating customers on product functionality and usage. The ideal candidate will demonstrate accountability, strong communication skills, troubleshooting ability, and an analytical mindset.

Responsibilities:

• Respond promptly and satisfactorily to customer inbound calls, supporting all current OmniPod System pump models and drug delivery systems.
• Utilize approved resources, process documents, flow charts, and communication guidelines to deliver technical support, including assistance with cloud service applications, mobile applications, mobile devices, hand-held controllers, and continuous glucose monitoring systems (CGMs).
• Work in a technical environment, providing solutions and services to customers, sometimes in stressful situations, with the ability to defuse tension.
• Accurately record and document all customer interactions within the CRM system, in accordance with federal FDA regulations, using process flows and work instructions.
• Act as a customer advocate, representing customer needs internally.
• Ensure all work complies with legal requirements, company policies, and regulations related to Privacy, HIPAA, and other global privacy laws.
• Exhibit excellent call handling soft skills, including active listening, empathy, and reassurance.
• Maintain departmental quality standards with a monthly average score of 90%.
• Achieve Service Level Agreements and Key Performance Indicators, including:
• ≥90% scheduled adherence
• ≤ 2.5% call abandonment rate
• Average After Call Work (ACW) ≤ 145 seconds