Technical Support Representative 2

Dexcom•San Diego, CA

3d•$25 - $37•Remote

About The Position

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. 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. Where you come in: You will 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. You will 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. You will collaborate with other departments as needed. You will promote and maintain high-quality technical support standards within the Technical Support department. Resolve hardware and software issues. You will 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. You will participate in new product training as required when new products are launched. You will comply with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy as outlined for the position. You may assist in training new Technical Support Representatives if requested. This position assumes and performs other duties as assigned

Requirements

Minimum of 2-4 years of related experience
High School diploma/certificate or equivalent
Ability 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.
Demonstrated ability to effectively manage multiple priorities and tasks simultaneously in a fast-paced environment while maintaining accuracy and attention to detail.
Ability to solve problems or diverse scope and some complex problems.
Must live within commuting distance of your assigned Dexcom site (typically 75 miles/120km).

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.
Assume and perform other duties as assigned.