About Dexcom:

Dexcom empowers people to take control of diabetes through innovative continuous glucose monitoring (CGM) systems. Headquartered in San Diego, California, Dexcom has emerged as a leader of diabetes care technology.

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

As a Product Support Representative at Dexcom, you will be interacting with patients, parents, 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.

Required Qualifications:

• 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:

• HND level educated and/or 1+ years of relevant customer/technical support experience.
• Fluency in English and Dutch languages, 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 of supporting mobile apps, both iOS and Android, as well as Cloud based reporting systems.
• 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 weekend.
• Ability to work independently with supervision as required and with other department.
• Desire, drive and willingness to be part of a very fast-moving company.

We offer:

• Opportunity to work in global, innovative, fast-growing company with 7,000+ awesome colleagues.
• 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 1,600 EUR gross.
*The final offer will depend on your qualifications, competencies, and professional experience.

Sounds like you? Apply!