Technical Support Representative 1

Meet the team:

Working in a dynamic environment with our dedicated and focused team, you ensure a high-quality experience for each patient by appropriately engaging and connecting with them as you provide troubleshooting assistance to determine why the service, equipment or feature is inoperable and/or to troubleshoot their issues so they can use Dexcom products as intended.

Where you come in:

• Support patient inquiries, product/service concerns, and technical issues relating to Dexcom mobile apps, cloud software and associated hardware. Access and update patient accounts through computer-based systems. Monitor current procedures to ensure compliance with set standards. Provide technical support and training to patients and healthcare providers.
• Serve as first point-of-contact for patients and medical professionals. Help with patient support issues. Coordinate with Customer Advocacy to ensure records are maintained to a high standard.
• Take calls on patient inquiries and complaints. Respond to patient phone calls, product support forms and emails with troubleshooting tips and specific instructions. Review and discuss data with patients. May require some training of patients over the phone.
• Use and maintain software and databases appropriately. Document and analyze patient and product information, send replacements and samples, and perform patient follow-up per department standards.
• Participate in new product training (as required when new products are launched).
• Comply with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy as outlined for the position.
• Promote and maintain high-quality technical support standards within the Technical Support department achieving the agreed service levels.
• Ensure that Dexcom maintains satisfactory results in the periodic customer surveys.
• Participate and contribute to all company meetings in accordance with company regulations and guidelines
• This position assumes and performs other duties and assignments as required by department.

What makes you successful:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• HND [Higher National Diploma] level educated and/or 1+ years of relevant customer/technical support experience.
• Fluency in English both written and oral communication.
• Sound working knowledge of all Windows/Mac OS X operating systems and associated web browsers Internet Explorer, Chrome, Safari and Firefox.
• Proven experience of supporting mobile apps, both iOS and Android, as well as Cloud based reporting systems.
• Knowledge and experience of providing support across a number of social media channels.
• Innate ability to troubleshoot and problem solve issues while exhibiting strong customer service skills and excellent phone acumen.
• Strong verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.
• Superior phone acumen and ability to show empathy to customers.
• Ability to retain detailed information, troubleshoot and solve problems.
• Strong proficiency in troubleshooting issues and thinking through problems.
• Able to work flexible hours on a rotating schedule including evenings, holidays and weekend.
• Ability to work independently with supervision as required and with other departments.
• Desire, drive and willingness to be part of a very fast-moving company.

Preferred Qualifications:

• Technically proficient skill set in the areas of troubleshooting medical devices.
• Multi-lingual candidates; covering English and Spanish supported language in our direct markets.
• Degree level educated in a computer-based discipline.

What you’ll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.