Insulet Corporation

Product Support Tier II Escalation Specialist

Job Locations US-MA-Billerica | US-MA-Billerica
Posted Date 3 weeks ago(1/30/2018 2:40 PM)
Customer Care / Customer Support

Position Summary

The Product Support Tier II Escalation Specialist is part of the Customer Care call center team for customers in the US and Canada.  The Escalation Specialist is responsible for providing product support for Insulet’s OmniPod System when issues are escalated from the call center or field based personnel.  The Tier II Specialist is the internal escalation point for customers experiencing unusual and unique product issues with the initial or on-going use of the OmniPod System.  The primary responsibility of the Product Support Tier II Escalation Specialist is to provide extensive product support for escalated issues that involve more complex support situations.  As these escalations come through, the role will interface and coordinate resolution with other departments as necessary. The position will assure all customer problems are resolved and feedback is communicated.  The right candidate will be self-motivated, action oriented and a decisive individual, who takes ownership of open issues, brings them to closure and has the ability to interface successfully across teams.  The candidate must have a passion for helping others, problem solving, and improving the customer experience.


  • Maintain a deep understanding of OmniPod system, application and latest product support troubleshooting techniques and resource tools.
  • Provide customer care center support regarding escalations from patients or field personnel as applicable by using dynamic communication skills to identify  unmet needs and utilizing effective call handling techniques
  • Collaborate with assigned internal and external stakeholders to meet customer care center needs for patients, monitor, and intervene with “at risk” patients when necessary.
  • Conduct follow up calls with patients whose case history indicates repeated calls within a short time short timeframe where additional product support may help address the situation and improve the customer experience with the OmniPod
  • Manage escalation flow to conduct follow up calls with patients and customers and research issues off line as needed.
  • Accurately and concisely document according to SOPs and Procedures patient and customer feedback and any troubleshooting completed during each call, including steps taken, follow-up and proper update in the CRM, with proper utilization of system resources and tools.
  • Follow and utilize existing guidelines procedures, SOPs and standardized tools  - seeking additional help/guidance from other teams within the organization as necessary.
  • Ensure customer satisfaction through end-to-end management of each escalation by maintaining, running periodic reports and analysis with reference to escalations.
  • Analyzes /audits telephone interactions with patients and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
  • Develop and conduct group and individual coaching sessions for Call Center Agents that address Service and Quality level deficiencies and/or improvement opportunities
  • Uses Customer Service expertise to assess existing practices and procedures for process improvement opportunities.
  • Contribute to the preparation and participation of monthly and periodic reports and meetings highlighting escalations issues and trends.
  • Meet or exceed key performance and productivity such as quality, courtesy, expertise, schedule adherence and other metrics as defined by management. 
  • Demonstrate customer relationship skills and maintain a positive company image during all to interactions.
  • Performs other duties as required.

Education and Experience

  • Associates Degree and 1-3 years of prior direct customer service work experience and/or equivalent combination of education and experience.
  • High volume call center experience (inbound-outbound 30-50 calls a day on average) in a product support role.
  • Ability to use multiple software programs and navigate through multiple screens and programs at the same time.
  • Ability to maintain a calm demeanor, listen empathetically, and work to resolve customer issues beyond expectations even during difficult customer interactions.
  • Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.
  • Experience with customer resolution according to department protocols and requirements.
  • Compliance to instructions and protocols and regulations when dealing with unfamiliar or unusual customer issues.
  • Ability to receive and provide feedback in positive manner, utilizing it to foster strong relationships.
  • Work experience in the medical device or medical industry, knowledge of Diabetes a plus.
  • Knowledge of Code of Federal Regulations {21 CFR 803.3} a plus


  • Intermediate skill level in Microsoft Office
  • Experience using and Microsoft AX to identify customer accounts, set up shipments and research customer history is preferred
  • Strong written and verbal communication skills.
  • Experienced competency in organization and problem solving.
  • Intermediate level of math skills is required to assist customers with their vital statistics, issue resolution and manipulation of data.

Physical Requirements:        

  • Occasional US travel, up to once per month, is required.




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