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.