job
Litauen, VilniusLitauen, Vilnius

Dexcom

Erstellungsdatum 08.11.2023

Technical Support Representative, German Speaker

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 full-year 2022 revenues of $2.9B, a growth of 18% over 2021. Headquartered in San Diego, California, with additional offices in the Americas, Europe, and Asia Pacific, the company employs over 8,000 people worldwide.

We invite you to become a part of a fast growing, purpose driven team in our newly established business centre in Vilnius!

Summary:

As a Technical Support Representative, you will interact with patients, parents, caretakers for people who use Dexcom products. Your assistance and empathy will give the entire family a sense of comfort and the ability to move forward with their lives in a positive and productive way. Working in a dynamic environment with our dedicated team, you will ensure a high-quality experience for each patient by assisting to determine why the service, equipment, or feature is defective (inoperable) and help resolve issues related to the product.

About the Role:
  • German speaking Representative to support German speaking Dexcom patients via phone, web forms and e-mails.
  • 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 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:
  • Fluent in English and German language.
  • 1+ years of relevant customer/technical support experience.
  • Strong verbal and written communication skills and excellent phone manner.
  • Customer focus and empathy - you enjoy talking to customers, listening to their needs, and finding solutions to their queries.
  • Problem-solving skills by working independently and in collaboration with other teams.
  • Ability to write reports, read and interpret documentation such as procedure manuals, operating instructions, and safety rules.
  • Proven experience in supporting mobile apps, both iOS, and Android, as well as Cloud-based reporting systems would be advantage.


We offer:
  • Opportunity to work in global, innovative, fast-growing company with 8,000+ awesome colleagues.
  • We are offering a hybrid working arrangement, allowing employees the flexibility to work both remotely and in the office.
  • 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.


Sounds like you? Apply!

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.

Monthly base salary for this position is from €1,487.50 to €1,750.00 gross. Final offer will depend on your qualifications, competencies, and professional experience.

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