Product Support Specialist 2

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.

Job Title: Product Support Specialist

Department: Customer Experience Product Support

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 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.

The Product Support Specialist 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’ OmniPod System (for insulin and injectable drugs). The specialist 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 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 inquires 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.
• Exception call handling soft skills, must posses the ability to conduct active listening while being empathetic and reassuring the customer.

Required Qualifications

• Associate’s degree or certification from an accredited program for technical and/or clinical education required.
• Minimum 1- 2 years in technical or clinical/medical based device support role.
• Experience with use of electronic documentation systems required.
• Experience working in a HIPAA environment highly preferred.
• Clear verbal and written communication skills to convey product information over the telephone, chat and email to customers, health care providers and product distributors.
• Working knowledge of Microsoft Office applications including Outlook, Word & Excel preferred.
• Ability to type 45+ WPM with a high rate of accuracy.