Insulet Corporation

  • Product Support Tier II Escalation Specialist

    Job Locations US-MA-Acton | US-MA-Billerica
    Posted Date 8 months ago(9/4/2018 7:51 AM)
    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 (for insulin and injectable drugs) when issues are escalated through the call center or field based personnel on a daily basis.  The Tier II Specialist will be 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 deep 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 teams 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, for making things right in a customer facing environment, and with a focus on improving the customer experience.



    • Maintain a deep understanding of OmniPod system, application and latest product support troubleshooting techniques and resource tools.
    • Respond directly to customers and bring resolution to all situations where the call center or field based personnel has escalated specific customer situations, whether of a technical nature regarding the OmniPod System, policy, procedural or related diabetes questions.
    • Determine and resolve escalated issues using existing guidelines, standardized tools or seeking additional help/guidance from other teams within the organization as necessary.
    • Manage the escalation flow to ensure follow-up with the customer until issue is resolved.
    • Document all customer communications based on SOPs.
    • Documentation needs to include steps taken, follow-up and proper update in the CRM, with proper utilization of system resources and tools.
    • Ensure customer satisfaction through end-to-end management of each escalation by maintaining, running periodic reports and analysis with reference to escalations.
    • Conduct follow up calls with customers 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.
    • Participate in continuously identifying opportunities for process efficiencies, procedural changes and system enhancements.
    • 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 relations skills and maintain a positive company image during all to interactions.
    • Performs other duties as required.

    Education and Experience

    Minimum Requirements:

    • Associates Degree and 1 year of prior direct customer service work experience

            Preferred Skills and Competencies: 

    • 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 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.
    • Intermediate skill level in Microsoft Excel, experience using Salesforce and Microsoft AX to identify customer accounts, set up shipments and research customer history
    • Strong written and verbal communication skills.
    • Intermediate level of math skills is required to assist customers with their vital statistics, issue resolution and manipulation of data.

    Physical Requirements (if applicable):        

    • None


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