Technical Support Representative 2

Job Summary

Required Qualifications

• •2-4 years of related experience
• •High School diploma/certificate or equivalent
• •Must live within commuting distance of assigned Dexcom site (typically 75 miles/120km)
• •Must be able to work flexible hours on a rotating schedule including evenings, holidays and weekend
• •Overtime may be required
• •Excellent verbal and written communication skills
• •Effective listening skills
• •Ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence
• •Ability to retain detailed information
• •Demonstrated ability to effectively manage multiple priorities and tasks simultaneously in a fast-paced environment while maintaining accuracy and attention to detail
• •Ability to solve problems or diverse scope and some complex problems
• •Ability to work independently with minimal supervision
• •Team player within a department as well as with other departments
• •Overall positive customer service quality feedback
• •Ability to use and maintain software and databases appropriately
• •Ability to comply with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy

Desired Qualifications

• •Ability to assist in training new Technical Support Representatives if requested
• •Ability to take calls on patient inquiries and complaints
• •Ability to respond to patient phone calls and emails with troubleshooting tips and specific instructions
• •Ability to review and discuss data with patients
• •Ability to perform patient follow-up per department standards
• •Ability to send replacements and samples
• •Ability to participate in new product training as required when new products are launched
• •Ability to collaborate with other departments as needed
• •Ability to promote and maintain high-quality technical support standards within the Technical Support department
• •Ability to coordinate with Quality Assurance to ensure customer satisfaction
• •Ability to troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommend corrective action
• •Ability to document customer information and recurring technical issues to support product quality programs and product development
• •Ability to resolve hardware and software issues
• •Ability to document and analyze patient and product information
• •Ability to assist with patient support issues
• •Ability to serve as first point-of-contact for patients and medical professionals on all technical and service levels
• •Ability to respond to customer product inquiries via telephone or in written internet-based email or chat sessions
• •Ability to resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters
• •Ability to maintain high-quality technical support standards within the Technical Support department