Supervisor Technical Support

Supervisor Technical Support (Voice)

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. Dexcom reported expected full-year 2021 revenues of $2.48B, a growth of 27% over 2020. Headquartered in San Diego, California, with additional offices in the Americas, Europe, and Asia Pacific, the company employs over 6,000 people worldwide.

As a Supervisor, Technical Support at Dexcom, you will lead a team that interacts with patients, parents, and caregivers for people affected by diabetes that use Dexcom products. Your team's assistance gives the entire family a sense of comfort and ability to move forward with their lives in a positive and productive way. By tapping into your technical expertise and superior communication skills, you can supervise, coach, monitor and develop your customer support team to 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.

Essential Duties and Responsibilities:

• Lead and motivate the Technical Support team: Provide performance feedback and coaching for members of the team with a focus on quality and service effectiveness, Dexcom products, regulatory guidelines, and high standards of customer experience.
• Meet or exceed monthly, quarterly, and annual department metrics.
• Deliver action plans to your Manager on how to achieve performance standards.
• Manage daily work schedules of direct reports to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities, as well as addressing attendance and performance issues.
• Establish exceptional relationships with various departments, consultants, external providers, and leadership, resulting in increased process efficiency, improved communications, and reduced cycle time.
• Utilize various sources of data for analysis, suggest opportunities for process improvements, and implement system changes throughout the team.
• Train employees on operational processes and available tools. Plan for intermediate and long-term department needs, computer systems, training, facilities, and supplies.
• This is a working supervisor position, responding to customer escalations and contributing to workload queues when service levels have been exceeded.

Required Qualifications:

• Team supervisor experience working in call center or shared services setting
• Typically requires a Bachelors degree with 5-8 years of industry experience.
• At least 2 years of experience leading a voice team providing customer service or technical support
• Proven ability to troubleshoot in a fast-paced, customer-facing role.
• Excellent 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.
• Collaboratively work with other departments in a positive goal - oriented manner. Demonstrate sensitivity regarding timeline obstacles.
• Excellent customer service skills. Consistent top customer service quality feedback.
• Ability to generate reports, graphs, process instructions, flowcharts.
• Ability to retain detailed information and solve complex problems.
• Display a complete understanding and follow through of all Technical Support policies and procedures.
• Exceeds individual requirements, and able to answer questions from other TS reps, encouraging team environment.
• Proven capability to handle challenging situations.
• Positive attitude with a passion and drive to be amazing!
• Must be an effective trainer and team coach including advanced cross training experience.
• Achieve service level goals and quality targets, managing and coaching employees to department performance standards.
• Identify efficiency opportunities and ensures proactive and professional communication with multiple department - based peers.
• Provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing materials and ensuring goal achievement.
• Implement, communicate and interprets new and existing policies and procedure to staff members.
• Partner with Field Sales, Inside Sales, Quality, Regulatory and other departments to resolve issues pertaining to customer support and new product launches.
• Work cross functionally, collaboratively with leadership and external business partners.
• Proven experience in leading teams and delivering results. Able to work flexible hours on a rotating schedule that includes evenings, holidays and weekends.

Travel Required:

• Up to 25%

Language Skills: Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to perform the following Physical Activity: Standing, walking, sitting, using hands, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk or hear, taste or smell. May be required to lift 0 lbs. to over 100 lbs.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be exposed to the following environmental conditions: Wet or humid conditions, work near moving parts, work in high - precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, extreme heat (non-weather), extreme cold (non-weather), risk of electric shock, work with explosives, risk of radiation, vibration. The noise level in this work environment can range from quiet to very loud.