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:
As a Technical Support Representative at Dexcom, you will be interacting with patients, parents, caretakers for people affected by diabetes that use Dexcom products. Your assistance gives the entire family a sense of comfort and ability to move forward with their lives in a positive and productive way. 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.
Degree level educated in a computer-based discipline.
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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.
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