The Product Support Specialist is an integral member of the Customer Experience team working directly with customers to provide an exceptional customer experience. This role is responsible for providing product support for Insulet OmniPod System (for insulin and injectable drugs). The specialist is the internal advocate for new and current customers needing technical assistance and/or product support related to their OmniPod System.
**Key Responsabilities and Accountabilities**
- Responds timely and satisfactorily to resolve customer inbound calls, supporting all current OmniPod System pump models and drug delivery systems.
- Answers inquires and troubleshoots issues related to the use of Insulet's PoddCentral web
- Utilizing process flows and work instructions to accurately record and document all customer interactions within the CRM system in accordance with federal FDA regulations.
- Acts as a customer advocate to represent the customer's needs internally.
- Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, and legal requirements.
- Exception call handling soft skills, must possess the ability to conduct active listening while being empathetic and reassuring the customer.
**Main Job Requirements**
Education and Specific Training
- Highschool Diploma
Work Experience
- 2+ years in technical or clinical/medical based device support role, or 1 year of technical, clinical/medical plus 1 years of customer care or insulet test approved
- Experience with use of electronic documentation systems required
- Experience working in a HIPPA environment highly preferred
**Required Skills**:
**Technical Skills**
- Ability to type 25+ WPM with a high rate of accuracy.
- English & French B2(for multilingual)
**Competancies and Specific Skills**
- Excellent written and verbal communication(Communications Skills)
- Customer Oriented
- Analytical Ability
- Interpersonal Skills
- Problem Solving
Pay: ¢700,000.00 - ¢800,000.00 per month
Application Question(s):
- Can you work on site?
**Language**:
- French (required)