Technical Support Representative 2
Dexcom, Inc

Job Info

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About Dexcom

Founded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets Continuous Glucose Monitoring (CGM) systems for ambulatory use by people with diabetes and by healthcare providers for the treatment of people with diabetes. The company is the leader in transforming diabetes care and management by providing CGM technology to help patients and healthcare professionals better manage diabetes. Since the company's inception, Dexcom has focused on better outcomes for patients, caregivers, and clinicians by delivering solutions that are best in class - while empowering the community to take control of diabetes. Dexcom reported expected full-year 2021 revenues of $2.48B, a growth of 27% over 2020. Headquartered in San Diego, California, with additional offices in the Americas, Europe, and Asia Pacific, the company employs over 6,000 people worldwide.

Essential Duties & Responsibilities:

• Serve as first point-of-contact for patients and medical professionals on all technical and service levels. Assist with patient support issues. Coordinate with Quality Assurance to ensure customer satisfaction.
• Take calls on patient inquiries and complaints. Respond to patient phone calls and emails with troubleshooting tips and specific instructions. Review and discuss data with patients. May require some training of patients over the phone.
• Collaborate with other departments as needed.
• Promote and maintain high-quality technical support standards within the Technical Support department. Resolve hardware and software issues.
• 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.
• May assist in training new Technical Support Representatives if requested.
• This position assumes and performs other duties as assigned

Required Qualifications:

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.

• Language fluency in both English and French - written and oral communication
• Able to work flexible hours on a rotating schedule including evenings, holidays and weekend. Overtime may be required.
• Ability to work independently with minimal supervision and as a team player within a department as well as with other departments.
• Excellent customer service skills. Overall positive customer service quality feedback.
• Excellent 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.
• Ability to retain detailed information.
• Ability to solve problems or diverse scope and some complex problems.

Experience and Education Requirements:

• Typically requires a minimum of 2-4 years of related experience and a High School diploma/certificate or equivalent.

Functional Description

Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development.

Functional/Business Knowledge

• Moderate understanding of general job aspects and some understanding of the detailed aspects of the job.
• Applies acquired job and company knowledge of policies and procedures to complete semi-routine tasks.

Scope

• Work at this level requires following standardized methods and under immediate supervision on assignments that are semi-routine in nature.
• Follows pre-established guidelines and procedures with minimal choice as to method of performance of the work.
• Has contact with employees at other levels within the company. Information exchanged is generally non-complex.

Judgement

• Normally follows established procedures on routine work, requires instructions only on new assignments.
• Works under close supervision.

Management

• N/A

Field Sales

• N/A

Experience and Education

• Typically requires a minimum of 2-4 years of related experience and a High School diploma/certificate or equivalent.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at talentacquisition@dexcom.com.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom's AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com.

View the OFCCP's Pay Transparency Non Discrimination Provision at this link.

UnitedHealthcare creates and publishes the Machine-Readable Files on behalf of Dexcom. To link to the Machine-Readable Files, please click on the URL provided: https://transparency-in-coverage.uhc.com/.

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.

This job has expired.