Senior Product Support Specialist

December 3

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Diabetes Youth Families

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11 - 50 employees

Founded 1938

⚕️ Healthcare Insurance

🔧 Hardware

Description

• 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.

Requirements

• Associates Degree and 1-3 years of prior direct customer service work experience. • High volume call center experience (inbound-outbound 30-50 calls a day on average), product support experience preferred. • 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.