Supervisor Technical Support

2 weeks ago

Edinburgh, United Kingdom Dexcom Full time

**Experience and Education**:

- Typically requires a Bachelors degree with 5-8 years of industry experience.
- Informal management/ team lead experience.

**About Dexcom**:
Founded in 1999, Dexcom, Inc. provides continuous glucose monitoring technology to help patients and their clinicians better manage diabetes. Since our inception, we have focused on better outcomes for patients, caregivers, and clinicians by delivering solutions for people with diabetes - while empowering our community to take control of diabetes **.
**Dexcom offers / Why Dexcom**
- An exciting opportunity to be part of a dynamic, innovative and progressive multinational organisation.
- You will be part of a high growth company with a true purpose and have the ability to shape and influence, making a real difference to those living with Diabetes.
- Opportunity to carve out a long-term career.
- Access to outstanding training and development programmes.
- Work with over 5,000 awesome colleagues in an open, fast-paced and fun working environment.
- Attractive benefits including performance-based bonus, medical insurance, private pension, accident, and life insurance, team events etc

**Summary**:
As a **Supervisor, Technical Support **at Dexcom, you lead a team that interacts with patients, parents, caretakers for people affected by diabetes that use Dexcom products. Your team’s assistance gives the entire family a sense of comfort and ability to move forward with their lives in a positive and productive way. By tapping into your technical expertise and superior communication skills, you can supervise, coach, monitor and developer technical support teams to 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.

**Essential Duties and Responsibilities**:

- Lead and motivate the Technical Support team. Provide call monitoring and coaching for members of the team that focus on quality and service effectiveness, Dexcom products and regulatory guidelines and high-standards of customer experience.
- Meet or exceed monthly, quarterly and annual department metrics.
- Deliver action plans to your Manager on how performance standards will be met.
- Manage daily work schedules of direct reports to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities, as well as address attendance and performance issues.
- Establish exceptional relationships with various departments, consultants, external agencies and leadership resulting in increased process efficiency, improved communication, and reduced cycle time.
- Utilise various sources of data to analyse, suggest opportunities for process improvements & implement system changes throughout team.
- Train employees on operational process and available tools. Plans for intermediate and long-term department needs, computer systems, training, facilities and supplies.
- This is a working supervisor position, responding to customer escalations and contributing to workload queues when service levels have been exceeded.
- Maintain a collaborative and productive working relationship with their peers, notably our Training department.

**Required Qualifications**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.
- Degree level educated and/or 2+ years of relevant of supervisory/management experience working in a technical support environment.
- Fluency in English, both written and oral communication. A second European language such as German is advantageous however not a requirement.
- Sound working knowledge of all Windows/Mac 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.
- Proven ability to troubleshoot in a fast-paced, customer-facing role.
- Previous work experience in a high-volume customer contact environment.
- Ability to generate reports, graphs, process instructions and flowcharts.
- Display a complete understanding and follow through of all Technical Support policies and procedures.
- Proven capability to handle challenging situations, a positive attitude with passion and drive.
- Must be an effective trainer and team coach including advanced cross training experience.
- Achieve service level goals and quality targets, managing and coaching employees to department performance standards.
- Provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing mate

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