Product Support Representative, French Speaker

• French Speaking Representative to support French speaking Dexcom patients in France, Belgium, Luxembourg, and Switzerland and English speaking ones in United Kingdom and Ireland via phone, web forms and e-mails

• 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.

• HND level educated and/or 1+ years of relevant customer/technical support experience;
• Fluency in English, and French both written and oral communication.
• Sound working knowledge of all Windows/Mac OS X operating systems and associated web browsers Internet Explorer, Chrome, Safari and Firefox;
• Proven experience in supporting mobile apps, both iOS and Android, as well as Cloud based reporting systems.
• Knowledge and experience in 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 the ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.
• Superior 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 department.
• Desire, drive, and willingness to be part of a very fast-moving company.

Travel Required:

• 0-5 %

Experience and Education Requirements:

• Typically requires a minimum of 2-4 years of related experience and a High School diploma/certificate or equivalent.

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