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Technical Support Agent - German (Remote)

Remote , Remote

Dexcom

Mandatory:

English Advanced

German Proficiency

Company

Dexcom

Employment type

Full time

Experience

Entry level

DESCRIPTION

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 or work remotely from: Romania, Bulgaria, Greece.

As a Technical Support Agent, you will interact with patients, parents, caretakers for people who use Dexcom products. Your assistance and empathy will give the entire family a sense of comfort and the ability to move forward with their lives in a positive and productive way. Working in a dynamic environment with our dedicated team, you will ensure a high-quality experience for each patient by assisting to determine why the service, equipment, or feature is defective (inoperable) and help resolve issues related to the product.

About role:

Interacting with Dexcom patients in both languages (English and German) via online and offline channels, mainly incoming calls, while documenting diligently each individual case.
Providing technical support and clear instructions to Dexcom patients who are using any part of the Dexcom CGM system.
Building relationships with Dexcom patients by guiding and educating them on the recommended usage of Dexcom products.
Improving personal competencies and efficiency by tracking personal achievements and statistics via measurable KPIs.
Being able to keep up with fast paced (quickly changing) environment.
Participating in additional projects and tasks that will aid professional growth.

REQUIREMENTS

Fluent in both English and German.
1+ years of relevant customer/technical support experience.
Customer focused and empathic - you enjoy talking to various Dexcom patients, listening to their needs, and finding solutions to their queries.
Strong verbal and written communication skills in both languages and excellent phone manners.
Problem-solving skills by working independently and in collaboration with other teams.
Proven experience in supporting mobile apps, both iOS, and Android, as well as cloud-based systems.
Computer Literacy (e.g. MS Office, MS Windows).
Accountability and ability to work within a multinational team.

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