Technical Support Representative

1 week ago

Edinburgh, United Kingdom Dexcom Full time

**About Dexcom**

Founded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets 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. Dexcom reported expected full-year 2021 revenues of $2.48B, a growth of 27% over 2020. Headquartered in San Diego, California, with additional offices in the Americas, Europe, and Asia Pacific, the company employs over 6,000 people worldwide.

**Role Summary**:
As a Technical Support Representative at Dexcom, you will be interacting with patients, parents, caretakers for people affected by diabetes that use Dexcom products utilising your Italian language skills. Your assistance gives the entire family a sense of comfort and ability to move forward with their lives in a positive and productive way. Working in a dynamic environment with our dedicated and focused team, you ensure a high-quality experience for each patient by appropriately engaging and connecting with them as you provide troubleshooting assistance to determine why the service, equipment or feature is inoperable and/or to troubleshoot their issues so they can use Dexcom products as intended.

**Essential Duties and Responsibilities**:

- Take calls on 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.
- Use and maintain software and databases appropriately. Document and analyse 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.

**Required Qualifications**:

- HND level educated and/or hands on relevant customer/technical support experience.
- Fluency in English and Italian, 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.
- 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.
- Degree level educated in a computer-based discipline.

**Travel Required**:
0 - 25%

**# **LI-HYBRID

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