17 days old

Technical Support Specialist 1

Dexcom
San Diego, CA 92101
  • Job Code
    33645

About Dexcom:
Founded in 1999, Dexcom, Inc. provides continuous glucose monitoring technology to help patients and their clinicians better manage diabetes. Since our inception, we have focused on better outcomes for patients, caregivers, and clinicians by delivering solutions for people with diabetes - while empowering our community to take control of diabetes.

Summary:
As a Technical Support Specialist 1, you will assist with corporate escalations which relate to Dexcom Global Technical Support. It will be key that you respond to customers with the utmost satisfaction and drive outcomes that ensure that the customer is an advocate of Dexcom. This is a customer centric position that supports the large network of GTS contact centers around the globe. Additionally, this position may interface with senior level leaders at Dexcom, the urgent response and utmost excellence in delivery of results is key.

Functional Description:

Responsible for owning all of the corporate escalations which relate to Dexcom Global Technical Support. It will be key that you respond to customers with the utmost satisfaction and drive outcomes that ensure that the customer is an advocate of Dexcom. This is a customer centric position that supports the large network of GTS contact centers around the globe. Additionally, this position interfaces with the very senior level executives at Dexcom including the Executive Leadership Team, the urgent response and utmost excellence in delivery of results is key.

Essential Duties & Responsibilities:

  • Assist with the corporate escalations process including Patient Satisfaction and Employee Escalations process
  • Work with team to ensure that external escalations are dealt with via third party agencies, or social media outlets
  • Respond in a swift manner to all escalations that enter business channels
  • Ensure that all customer issues are solved to endpoint resolution including 3 follow-ups
  • Proactively engage with the contact center operations team to prevent escalations
  • Assist in the review of escalation drivers with the operations team
  • Assist in reporting of issues that drive deep dissatisfaction of customers
  • Procure and ship product on off hours times, including nights and weekends
  • Help to ensure that all customers have complete satisfaction with outcomes

Experience and Education Requirements:

  • Typically requires a Bachelor's degree and 0-2 years previous experience

Travel Required: {Pick one, delete the others and this text}

  • 0 to 50%

Functional/Business Knowledge:

  • Learns to use professional concepts and skills.
  • Frequent use and general knowledge of industry practices, techniques, and standards. General application of concepts, and principles. Learns to use professional concepts and skills.
  • Applies company policies and procedures to resolve routine issues.

Scope:

  • Works on problems of limited scope and complexity.
  • Works under only general supervision. Work is reviewed for soundness of judgment and overall accuracy. Receives general oversight and guidance on approaches for project related tasks.
  • Builds stable working relationships internally.

Judgement:

  • Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
  • Normally receives detailed instructions on all work and work output it closely supervised.

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.

Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Talent Acquisition at talentacquisition@dexcom.com .

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.





Posted: 2020-02-01 Expires: 2020-03-01
Sponsored by:
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Sponsored by:
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Technical Support Specialist 1

Dexcom
San Diego, CA 92101

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