31 ene
Insulet
Guadalajara
Product Support Specialist 2 (On-site)Apply locations Guadalajara, Jalisco
Time type: Full time
Posted on: Posted 7 Days Ago
Time left to apply: End Date: January 17, 2025 (23 days left to apply)
Job requisition id: REQ-2024-7566
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 2
Department: Customer Experience Product Support
Grade: 4
Location: Global
FLSA: Nonexempt
Position Overview:
If you have a passion for helping others and thrive in a fast-paced, customer-centric, troubleshooting & technical support environment we would like to talk with you!
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 inquiries related to the OmniPod System.
The Product Support Specialist 2 is an integral member of the Customer Experience team working directly with customers to provide an exceptional customer experience.
This role is responsible for providing product support for Insulet's OmniPod System (for insulin and injectable drugs).
Specialist 2 is the internal advocate for new and current customers needing technical assistance and/or product support related to their OmniPod System.
The primary responsibility of the Product Support Specialist 2 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).Answers inquiries and troubleshoots issues related to the use of Insulet's PoddCentral web-based application, and any other future software or communication applications.Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation.
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 company policies including Privacy/HIPAA and other regulatory, and legal requirements.Proven ability to learn,
retain and apply material taught in either a virtual or in-person environment.Exceptional call handling soft skills, must possess the ability to conduct active listening while being empathetic and reassuring the customer.Required Qualifications: High school or certification from an accredited program for technical and/or clinical education required.Minimum 2 years in technical or clinical/medical-based device support role.Experience with the use of electronic documentation systems required.Experience working in a HIPAA environment highly preferred.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 required.Working knowledge of Microsoft Office applications including Outlook,
Word & Excel preferred.Ability to type 45+ WPM with a high rate of accuracy.Location:
- Onsite
- Hybrid eligibility contingent on individual performance.
Insulet Corporation is proud to be an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Insulet employees are all focused on the same goal — to make a difference.
Our relentless passion is to simplify life for people with diabetes.
We excite and empower employees to bring their best selves to work through a culture that supports a healthy work and life balance.
We set the bar high to meet customer needs, and our priority is to ensure our employees are equipped and supported to help us get there.
We foster and celebrate curiosity, innovation, and learning.
Our teams work collaboratively and are empowered to drive the best actions for our customers.
Our innovation spirit and customer-centric focus position us as global pioneers — leading the way to improve health outcomes with revolutionary medical devices while breaking down barriers to access.
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