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Supervisor Technical Support

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Dexcom

14d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration
  • Manila

AI generated summary

  • You should have 2+ years of call center team leadership, strong troubleshooting skills, excellent communication, customer service expertise, and experience in training. Must achieve performance goals.
  • You will lead and coach the Technical Support team, manage schedules, meet performance metrics, enhance processes, train staff, and address customer escalations while ensuring quality service.

Requirements

  • Team supervisor experience working in call center or shared services setting
  • Typically requires a Bachelors degree with 5-8 years of industry experience.
  • At least 2 years of experience leading a voice team providing customer service or technical support
  • Proven ability to troubleshoot in a fast-paced, customer-facing role.
  • 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.
  • Collaboratively work with other departments in a positive goal-oriented manner. Demonstrate sensitivity regarding timeline obstacles.
  • Excellent customer service skills. Consistent top customer service quality feedback.
  • Ability to generate reports, graphs, process instructions, flowcharts.
  • Ability to retain detailed information and solve complex problems.
  • Display a complete understanding and follow through of all Technical Support policies and procedures.
  • Exceeds individual requirements, and able to answer questions from other TS reps, encouraging team environment.
  • Proven capability to handle challenging situations.
  • Positive attitude with a passion and drive to be amazing!
  • Must be an effective trainer and team coach including advanced cross training experience.
  • Achieve service level goals and quality targets, managing and coaching employees to department performance standards.
  • Identify efficiency opportunities and ensures proactive and professional communication with multiple department-based peers.
  • Provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing materials and ensuring goal achievement.
  • Implement, communicate and interprets new and existing policies and procedure to staff members.
  • Partner with Field Sales, Inside Sales, Quality, Regulatory and other departments to resolve issues pertaining to customer support and new product launches.
  • Work cross functionally, collaboratively with leadership and external business partners.
  • Proven experience in leading teams and delivering results. Able to work flexible hours on a rotating schedule that includes evenings, holidays and weekends.

Responsibilities

  • Lead and motivate the Technical Support team: Provide performance feedback and coaching for members of the team with a focus on quality and service effectiveness, Dexcom products, regulatory guidelines, and high standards of customer experience.
  • Meet or exceed monthly, quarterly, and annual department metrics.
  • Deliver action plans to your Manager on how to achieve performance standards.
  • Manage daily work schedules of direct reports to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities, as well as addressing attendance and performance issues.
  • Establish exceptional relationships with various departments, consultants, external providers, and leadership, resulting in increased process efficiency, improved communications, and reduced cycle time.
  • Utilize various sources of data for analysis, suggest opportunities for process improvements, and implement system changes throughout the team.
  • Train employees on operational processes and available tools. Plan for intermediate and long-term department needs, computer systems, training, facilities, and supplies.
  • This is a working supervisor position, responding to customer escalations and contributing to workload queues when service levels have been exceeded.

FAQs

What is the role of a Supervisor, Technical Support at Dexcom?

The Supervisor, Technical Support at Dexcom leads a team that interacts with patients, parents, and caregivers using Dexcom products, providing troubleshooting assistance and ensuring high-quality customer experiences.

What qualifications are required for this position?

Candidates should have team supervisor experience in a call center or shared services setting, typically a Bachelor's degree with 5-8 years of industry experience, and at least 2 years leading a voice team providing customer service or technical support.

What are the key responsibilities of this role?

Key responsibilities include leading and motivating the Technical Support team, meeting performance metrics, managing daily work schedules, establishing relationships with other departments, analyzing data for process improvements, and training employees on operational processes.

What skills are essential for this position?

Essential skills include excellent verbal and written communication, customer service skills, problem-solving abilities, analytical skills for generating reports and process instructions, and the capacity to manage and coach employees effectively.

Is previous experience in technical support necessary?

Yes, at least 2 years of experience leading a team providing customer service or technical support is required.

Does this position require travel?

Yes, up to 25% travel is required for this role.

What type of schedule can candidates expect?

Candidates should be able to work flexible hours on a rotating schedule that includes evenings, holidays, and weekends.

Are there opportunities for professional development in this role?

Yes, the position includes responsibilities for training employees, and ongoing support and guidance, contributing to team members' professional development.

How does this role contribute to the overall mission of Dexcom?

This role ensures that the Technical Support team provides excellent service and assistance to customers, helping to improve health outcomes for people affected by diabetes.

What qualities does Dexcom look for in a candidate for this position?

Dexcom seeks candidates with a positive attitude, a passion for exceptional customer service, proven leadership capabilities, and the ability to handle challenging situations effectively.

Empowering people to take control of health

Manufacturing & Electronics
Industry
5001-10,000
Employees
1999
Founded Year

Mission & Purpose

Founded in 1999, Dexcom, Inc. (NASDAQ: DXCM), is developing and marketing 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. Headquartered in San Diego, California, with additional offices in the U.S., Europe, and Asia Pacific, the company employs over 9,000 people globally.