Technical Support Representative 2 Remote British Columbia

October 25, 2024

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 were 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 weve started: Improving human health.

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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. Weve already changed millions of lives and were 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. Well get there by constantly reinventing unique biosensing-technology experiences. Though weve 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.

The focus of a Technical Support Representative is first and foremost to ensure a high-quality experience for each patient by appropriately engaging and connecting with them. Duties to include, provide troubleshooting assistance to determine why the service, equipment or feature is inoperable. Take calls on patient inquiries, product/service concerns, and technical issues relating to Dexcom product. Access and update patient accounts through computer-based systems. Monitor current procedures to ensure compliance with set standards. Requires technically proficient skill set in the areas of troubleshooting medical device issues. Provide technical support to patients and healthcare providers.

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.

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.

Travel Required:

Travel not required

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, under immediate supervision on assignments that are semi-routine in nature.
Assignments are routine in nature and expectation is to follow pre-established guidelines and procedures.
Has contact with employees at other levels within the company. Information exchanged is generally noncomplex.

Judgement:

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

Language Skills: Must be able to communicate effectively in English and French Canadian. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Technical Support Representative 2 Remote British Columbia

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