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Technical Support Representative 2

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Dexcom

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Manila

AI generated summary

  • You need a HND or 1+ years of tech support experience, fluency in English and Spanish, troubleshooting skills for OS and apps, strong communication, and flexibility for rotating hours.
  • You will support patients with inquiries and technical issues, manage accounts, provide training, ensure compliance, document data, and maintain high-quality service standards.

Requirements

  • HND [Higher National Diploma] level educated and/or 1+ years of relevant customer/technical support experience.
  • Fluency in English and Spanish language, 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.
  • Multi-lingual candidates; covering English and Spanish supported language in our direct markets.
  • Degree level educated in a computer-based discipline.
  • Experience and Education
  • Typically requires a minimum of 2-4 years of related experience and a High School diploma/certificate or equivalent.

Responsibilities

  • 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.

FAQs

What is the main responsibility of a Technical Support Representative at Dexcom?

The main responsibility is to provide troubleshooting assistance and support for patients and caregivers using Dexcom products, ensuring a high-quality experience and helping users resolve any technical issues related to the products and services.

Do I need to speak more than one language for this position?

Yes, fluency in both English and Spanish is required, as the role involves communication with diverse patients and healthcare providers.

What type of educational background is required for this role?

A Higher National Diploma (HND) level education and/or at least 1+ years of relevant customer or technical support experience is required.

Is experience with medical devices necessary for this position?

While not strictly necessary, having a technically proficient skill set in troubleshooting medical devices is preferred.

What kind of work environment can I expect at Dexcom?

You can expect a dynamic work environment where you will interact with patients, parents, and caregivers, providing them support and assistance with Dexcom products.

What hours will I be expected to work?

You will be required to work flexible hours on a rotating schedule, including evenings, holidays, and weekends.

Are there opportunities for career development within the company?

Yes, Dexcom offers growth opportunities on a global scale as well as access to career development through in-house learning programs and tuition reimbursement.

How does Dexcom ensure quality in technical support?

Dexcom promotes and maintains high-quality technical support standards to achieve agreed service levels and regularly monitors results through periodic customer surveys.

Can I participate in training for new products?

Yes, participation in new product training is required when new products are launched.

What type of benefits does Dexcom offer its employees?

Dexcom provides a full and comprehensive benefits program along with opportunities for growth and career development.

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Dexcom

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.