col-wideJob Description:
Summary:
As aProduct Support Representativeat Dexcom, you will be interacting with patients, parents, and caretakers for people affected by diabetes who use Dexcom products. Your assistance gives the entire family a sense of comfort and the ability to move forward with their lives positively and productively. 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.
About the Role:
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 the 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 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.
About You:
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 essential functions.
HND level educated and/or 1+ years of relevant customer/technical support experience.
Fluency in German and English, 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 in supporting mobile apps, both iOS and Android, as well as cloud-based reporting systems.
Knowledge and experience in providing support across several 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.
Ability 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.
We Offer:
Opportunity to work in a global, innovative, fast-growing company.
Flexible work.
5 additional vacation days.
Health, Life and Accident insurance.
Health and Wellness programs.
Private Pension plan.
Access to the best-in-class training and development programmes.
Team buildings and events.
Competitive salary and additional bonuses
Monthly base salary for this position is from €0.00 to €0.00 gross. Final offer will depend on your qualifications, competencies, and professional experience.