Technical Support Representative 2

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

What makes you successful:

• You are able to work flexible hours on a rotating schedule including evenings, holidays and weekend. Overtime may be required.
• You have the ability to work independently with minimal supervision and as a team player within a department as well as with other departments.
• You have excellent customer service skills. Overall positive customer service quality feedback.
• You have 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.
• You have the ability to retain detailed information.
• You have demonstrated ability to effectively manage multiple priorities and tasks simultaneously in a fast-paced environment while maintaining accuracy and attention to detail.
• You have the 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.

Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at [email protected].

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at [email protected].

Meritain, an Aetna Company, creates and publishes the Machine-Readable Files on behalf of Dexcom. To link to the Machine-Readable Files, please click on the URL provided: https://health1.meritain.com/app/public/#/one/insurerCode=MERITAIN_I&brandCode=MERITAINOVER/machine-readable-transparency-in-coverage?reportingEntityType=TPA_19874&lock=true

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.

Salary:

$24.90 - $37.30