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.