German Speaking Technical Support Representative

hace 1 semana

Barcelona, España SpotON Connections A tiempo completo

As a Technical Support Representative at Dexcom, you will be interacting with patients, parents, caretakers and distributors 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.

**Responsibilities**:

- Take calls on patient inquiries, product/service concerns, and technical issues relating to the company's 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.
- 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.

**Requirements**:

- HND level educated and/or 1+ years of relevant customer/technical support experience.
- Native level of German and fluent level of 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 of supporting mobile apps, both iOS and Android, as well as Cloud based reporting systems is desirable.
- Innate ability to troubleshoot and problem solve issues while exhibiting strong customer service skills and excellent phone acumen.
- 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.
- 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.

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