Product Support Specialist II

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!

Position Overview:

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 inquiries related to the OmniPod System. The Product Support Specialist 2 role is responsible for providing product support for Insulet’s OmniPod System (for insulin and injectable drugs). 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.

Responsibilities:

1. Responds timely and satisfactorily to resolve customer inbound calls, supporting all current OmniPod System pump models and drug delivery systems.
2. 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).
3. 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.
4. Utilizing process flows and work instructions to accurately record and document all customer interactions within the CRM system in accordance with federal FDA regulations.
5. Accurately and timely answers inquiries and troubleshoots issues related to the use of Insulet’s PodCentral web-based application, and any other future software or communication applications.
6. Acts as a customer advocate to represent the customer’s needs internally.
7. Ensures work is performed in compliance with all legal requirements and company policies relating to Privacy, HIPAA and other applicable global privacy regulations.
8. Exceptional call handling soft skills; must possess the ability to conduct active listening while being empathetic and reassuring the customer.
9. Consistently maintaining departmental standards for quality performance by maintaining a monthly average of 90%.
10. Achieving defined Service Level Agreements and Key Performance Indicator goals, which include without limitation ≥ 90% schedule adherence, ≤2.5% Call Abandonment Rate, Average After Call Work (ACW) ≤145 seconds. KPIs are subject to change as dictated by business needs, process changes and as system efficiencies are introduced.
11. Must pass Product Support Certification courses and checkpoints throughout training, as well as any ongoing training.

Required Qualifications:

1. High school diploma (Bachillerato/Bachiller) or certification from an accredited program for technical and/or clinical education required.
2. Minimum 2 years in medical call center experience or medical support experience.
3. Experience with use of electronic documentation systems required.
4. 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.
5. Proven ability to learn, retain and apply material taught in either a virtual or in person environment.
6. Ability to type 45+ WPM with a high rate of accuracy.

Preferred Qualifications:

1. Technical school, or Bachelor’s degree.
2. Experience working in a HIPAA environment highly preferred.
3. Working knowledge of Microsoft Office applications including Outlook, Word & Excel preferred.

Location:

- Onsite - Hybrid eligibility contingent on individual performance.