Technical Support Representative, French Speaker

Meet the team:

As a Technical Support Representative at Dexcom, you will be interacting with patients, parents, and caretakers for people affected by diabetes that use Dexcom products. 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.

Where you come in:

• 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.
• 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.
• 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.
• 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 periodic customer surveys.

What makes you successful:

• Fluency in English and French, both written and oral communication.
• 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.
• Strong 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.
• 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 weekends.
• 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.

What you’ll get:

• A comprehensive onboarding and training on the job.
• Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities.
• Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space.
• 5 additional vacation days, with potential for more for parents, students, and other cases with approval.
• Opportunity to work from other countries for up to 30 days per year.
• Health Insurance including reduced premiums available for dependents.
• Life and Accident insurance coverage.
• 3rd Pillar Private Pension plan.
• Health and Wellness programs, including access to online coaching and therapy sessions
• Fertility, Family forming, Menopause and Men’s health support services. Regular team-building events that foster collaboration and connection.
• Best-in-class training and career development programs.
• Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
• Access to a fitness tracking app with rewards for staying active.
• Free parking space at the city center office location.
• ​Language premium allowance if applicable.

Travel Required:

• 0-5%

Experience and Education Requirements:

• Typically requires a minimum of 2-4 years of related experience and a High School diploma/certificate or equivalent.

Flex Workplace:

• Your primary location will be your assigned Dexcom site, but you may work part of the week from a home office. You must live within commuting distance of your assigned Dexcom site (typically within an hour’s commute).

Salary:

Monthly base salary for this position is from €1,643.33 to €2,030.00 gross. Final offer will depend on your qualifications, competencies, and professional experience.