.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!Job Title: Product Support Specialist 2Department: Customer Experience Product SupportGrade: 4Location: GlobalFLSA: NonexemptPosition Overview:If you have a passion for helping others and thrive in a fast paced, customer centric, troubleshooting & technical support environment we would like to talk with you! We are currently seeking self-motivated, action-oriented individuals to join our Product Support team working with customers in the US & Canada supporting technical and functional inquiries related to the OmniPod System.The Product Support Specialist 2 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's OmniPod System (for insulin and injectable drugs). Specialist 2 is the internal advocate for new and current customers needing technical assistance and/or product support related to their OmniPod System. The primary responsibility of the Product Support Specialist 2 is to assist customers with troubleshooting and addressing technical questions by educating the caller on product functionality and usage. The successful candidate will demonstrate a high degree of accountability, strong communication skills, a proven ability to troubleshoot and resolve product inquiries, and an analytical mindset.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