The Company
Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.
We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.
Meet the team:
Are you passionate about helping people and driven by the impact you can make? At Dexcom, our Technical Support team plays a pivotal role in dealing with issues our customers may face with their Dexcom products. We are customer driven, collaborative and spirited group that thrives on creativity and results.
As a Technical Support Representative, you will have a direct impact on people’s lives as you help them to make the best of their Dexcom products.
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 the 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 analyse 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.
What makes you successful:
- You have high school education and/or 1+ years of relevant customer or technical support experience.
- You are fluent in both Latvian and English, with excellent written and oral communication skills.
- You are experienced in working with OS (Windows/Mac), experience in supporting mobile Apps (IOS/Android) as well as Cloud based reporting systems.
- You have knowledge of providing support across social media channels.
- You demonstrate strong customer service skills with an innate ability to troubleshoot and problem-solve.
- You are able to communicate effectively, both verbally and in writing, and have excellent listening skills.
- You excel at showing empathy to customers and solving issues with patience and accuracy.
- You have the ability to retain detailed information and work through complex troubleshooting scenarios.
- You can work independently with minimal supervision and as part of a team.
- You are driven to be part of a fast-growing company.
What you’ll get:
- A comprehensive onboarding and training on the job.
- Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities.
- Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space.
- 5 additional vacation days, with potential for more for parents, students, and other cases with approval.
- Opportunity to work from other countries for up to 30 days per year.
- Health Insurance including reduced premiums available for dependents.
- Life and Accident insurance coverage.
- 3rd Pillar Private Pension plan.
- Health and Wellness programs, including access to online coaching and therapy sessions
- Fertility, Family forming, Menopause and Men’s health support services.
- Regular team-building events that foster collaboration and connection.
- Best-in-class training and career development programs.
- Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
- Access to a fitness tracking app with rewards for staying active.
- Free parking space at the city center office location.
- Language premium allowance if applicable.
Travel Required:
Experience and Education Requirements:
- Typically requires a minimum of 2-4 years of related experience and a High School diploma/certificate or equivalent.
Flex Workplace:
- Your primary location will be your assigned Dexcom site, but you may work part of the week from a home office. You must live within commuting distance of your assigned Dexcom site (typically within an hour’s commute).
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.
Monthly base salary for this position is from €1,643.33 to €2,030.00 gross. Final offer will depend on your qualifications, competencies, and professional experience.