Call Center Representative

Position Overview:  

 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 inquires related to the OmniPod System. 

 The Product Support Specialist 1 role is responsible for providing product support for Insulet’ OmniPod System (for insulin and injectable drugs).  The primary responsibility of the Product Support Specialist 1 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). 

• Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation. The 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 all legal requirements, company policies we relating to Privacy, HIPAA and other applicable global 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 Rate 

• Average After Call Work (ACW) ≤ 145 seconds