Technical Support Representative (french Speaker) - Remote Eligible

Technical Support Representative

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the Team:

As a Technical 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.

Where You Come In:

• 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.

What Makes You Successful:

• Fluency in English and French, both written and oral communication.

• 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 departments.

• Desire, drive and willingness to be part of a very fast-moving company.

What You'll Get:

Comprehensive onboarding and training on the job. Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities. Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space. 5 additional vacation days, with potential for more for parents, students, and other cases with approval. Opportunity to work from other countries for up to 30 days per year. Health Insurance including reduced premiums available for dependants. Life and Accident insurance coverage. 3rd Pillar Private Pension plan. Health and Wellness programs, including access to online coaching and therapy sessions. Fertility, Family forming, Menopaus and Mens health support services. Regular team-building events that foster collaboration and connection. Best-in-class training and career development programs. Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more. Access to a fitness tracking app with rewards for staying active. Free parking available at our city center office location.

Travel Required: 0-5%.

Experience and Education Requirements: Typically requires a Bachelor's degree and a minimum of 2-4 years of related experience.