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.
Preferred Skills and Competencies:
Physical Requirements (if applicable):