The Product Support Specialist is an integral member of the Customer Experience team working directly with customers to provide an exceptional experience. They support technical and functional inquiries related to the Insulet OmniPod System (for insulin and injectable drugs) for customers in the US and Canada.

Responsibilities

- Responds timely and satisfactorily to resolve customer inbound calls, supporting all current OmniPod System pump models and drug delivery systems.
- Utilizes approved resources, process documents, flow charts and communication guidelines to deliver technical support and troubleshooting assistance which includes but is not limited to cloud service applications, mobile applications, mobile devices, hand-held controller and continuous glucose monitoring systems (CGMs).
- Answers inquiries and troubleshoots issues related to the use of Insulet’s PoddCentral web-based application, and any other future software or communication applications.
- Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation.
- Candidate must possess the ability to defuse situations.
- 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.
- Proven ability to learn, retain and apply material taught in either a virtual or in person environment.
- Exception call handling soft skills, must possess ability to conduct active listening while being empathetic and reassuring the customer.

Required Qualifications

- Highschool degree or certification from an accredited program for technical and/or clinical education required.
- Minimum 1- 2 years in technical or clinical/medical based device support role.




- Experience with use of electronic documentation systems required.
- Experience working in a HIPAA environment highly preferred.
- Clear verbal and written communication skills to convey product information over the telephone, chat and email to customers, health care providers and product distributors.
- Working knowledge of Microsoft Office applications including Outlook, Word & Excel preferred.
- Ability to type 30+ WPM with a high rate of accuracy.

About Insulet

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating. We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

Insulet Corporation is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Know Your Rights

Insulet employees are all focused on the same goal — to make a difference. Our relentless passion is to simplify life for people with diabetes. We excite and empower employees to bring their best selves to work through a culture that supports a healthy work and life balance. We set the bar high to meet customer needs, and our priority is to ensure our employees are equipped and supported to help us get there. We foster and celebrate curiosity, innovation, and learning. Our teams work collaboratively and are empowered to drive the best actions for our customers. Our innovation spirit and customer-centric focus position us as general pioneers — leading the way to improve health outcomes with revolutionary medical devices while breaking down barriers to access.

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📌 Product Support Specialist (Centro)
🏢 Insulet
📍 Centro