Health Tech Agent French

hace 3 días

San Francisco, Heredia, Costa Rica Recluta Talenthunter Latin America A tiempo completo

Job Summary / Overview

The Health Tech Agent French is an integral member of the Customer Experience team, working directly with customers to provide an exceptional customer experience. This role provides product support for Insulet's OmniPod System (for insulin and injectable drugs) and acts as the internal advocate for new and current customers needing technical assistance and/or product support.

The agent responds promptly to customer inquiries, supporting all current OmniPod System pump models and drug delivery systems. This includes troubleshooting cloud service applications, mobile applications, mobile devices, hand-held controllers, and continuous glucose monitoring systems (CGMs).

The agent also handles inquiries related to Insulet's PoddCentral web-based application and any future software or communication applications, ensuring customer needs are represented internally while maintaining compliance with company policies and regulatory requirements, including Privacy/HIPAA and FDA regulations.

Key Responsibilities and Accountabilities

  • Provide timely, accurate, and satisfactory resolution to customer inquiries and technical issues.
  • Utilize approved resources, process documents, flow charts, and communication guidelines to deliver troubleshooting assistance.
  • Record and document all customer interactions in the CRM system following federal FDA regulations.
  • Act as a customer advocate and represent customer needs internally.
  • Handle exceptional calls with empathy, active listening, and problem-solving skills.
  • Provide solutions in potentially stressful situations and de-escalate conflicts when necessary.

Competencies and Specific Skills

  • Excellent written and verbal communication skills.
  • Customer-oriented mindset.
  • Strong analytical and problem-solving abilities.
  • Interpersonal skills to build rapport with customers.
  • Ability to learn, retain, and apply information effectively in virtual or in-person settings.

Technical Skills

  • Working knowledge of Microsoft Office applications (Outlook, Word, Excel).
  • Ability to type 30+ WPM with high accuracy.
  • English & French B2+ (for multilingual candidates).

Education and Specific Training

  • High School Diploma (mandatory)

Work Experience

  • No prior work experience required.

Main Job Requirements

  • Languages: French and English B2 level.
  • Location: Presencial en Lagunilla de Heredia Ultralag.

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