Customer Care Systems Specialist (Hybrid)

Job Description

Position Overview:

The Customer Care Systems Specialist serves as a liaison among our Call Centre, the business and IT users, project managers, and subject matter experts to interpret, analyse and document user requirements and make recommendations pertaining to system changes and enhancements.

The primary role is to manage and improve customer care systems and tools, be responsible for managing upgrades and updates as well as finding efficiencies. The ideal candidate will have a demonstrated ability to understand business requirements and translate them into IT speak, as well as having excellent troubleshooting skills.

The CC Systems Specialist validates all business requirements and use cases to ensure they meet business requirements before implementation.

This role will manage and improve customer care systems and tools, be responsible for managing upgrades and updates as well as finding efficiencies.  They may also serve as a project lead or member for assigned projects and business process improvement initiatives. 

This team member should have experience working in a Call Centre/Contact Centre, very strong written and oral communication skills with the ability to understand the “ask”, needs, and requirements and be able to propose effective solutions. Additionally, they must have the ability to learn quickly and be comfortable with getting into the details. This position requires a person with the flexibility to move between routine operational, project, and end-user tasks quickly and seamlessly. Successful candidate will be able to effectively manage projects with demonstrated collaboration and teamwork with internal and external stakeholders and vendors.

Responsibilities:

• Serve as a main point of contact in Customer Care for reporting issues, enhancement requests and projects, including documenting business requirements and managing user acceptance testing.

• Build and maintain a very close relationship with the Insulet IT team, ensuring that new Customer Care requirements are fully documented, justified, costed and have a clear delivery plan.

• Be fully conversant with all IT systems currently in use as well as emerging technologies that may enhance the Customer Experience.

• Focal point for addressing system changes, regression testing during upgrades/patches, and other system maintenance activities throughout the maintenance phase.

• Ownership of testing. Test scenario and script creation, and planning/execution of User Acceptance Tests.

• Provide leadership on resolving business process issues related to the systems in use

• Management of end to end simulation testing for systems and operational changes, for example new product launches.

• Change management with EU Customer Care team, aligning on process and training updates with the Training and Quality Manager and maintaining open communication across functions.

• Performs other duties as required

Project Work:

• Process SME to provide requirements for new features, functions, etc.

• Ownership of complete business requirement documentation and discovery process and significant involvement in functional requirement phase.

• Liaise with global project teams to redesign CRM and ERP platforms as and when required

Education and Experience:

Minimum Requirements:

• Degree level or other transferable experience

• Demonstrated experience within a Call Centre and a sound background in IT or relevant experience.    

• Exposure to Salesforce.com mandatory

• Experience translating findings into compelling recommendations, polished deliverables, and actionable programs

Preferred Skills and Competencies:

• Ability to understand business requirements and translate into IT deliverables, managing through to delivery.

• Significant experience in fast moving but highly regulated industry, preferably including technical and operational improvement experience.

• Understanding of IT methodologies; Agile, Sprints etc.

• Self-sufficient, flexible and motivated team player capable of multi-tasking and managing workload priorities.

• Maintain a methodical approach to their work.

• Outstanding attention to detail and ability to organize, prioritise and delegate tasks.

• Effective verbal and communication skills with the ability to work across regions and different levels of the business.

#LI-JW1 #LI-Hybird

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

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!

Please read our Privacy Notice to learn how Insulet handles your personal information when you apply for a vacancy with us here.