Technical Support Agent - Croatian

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 and Greece.

As a Technical Support Representative, 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. 

• Interacting with Dexcom patients in both languages (English and Croatian) 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.

• Fluent in both English and Romanian.
• 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.