Insulet started in **** 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 integral 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 RateAverage 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 2-5+ years in medical 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 roleLocation:- Onsite- Hybrid eligibility contingent on individual performance.

📌 Product Support Specialist 1 (Guadalajara)
🏢 Insulet
📍 Guadalajara