Product Support Representative, Spanish Speaker

The Company

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 Product 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. 

Where you come in:

• Spanish Speaking Representative to support Spanish speaking Dexcom patients in Spain and Andorra 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.

What makes you successful:

• Fluent in English and Spanish language.
• 1+ years of relevant customer/technical support experience.
• Strong verbal and written communication skills and excellent phone manner.
• Customer focus and empathy - you enjoy talking to customers, listening to their needs, and finding solutions to their queries.
• Problem-solving skills by working independently and in collaboration with other teams.
• Ability to write reports, read and interpret documentation such as procedure manuals, operating instructions, and safety rules.
• Proven experience in supporting mobile apps, both iOS, and Android, as well as Cloud-based reporting systems would be advantage.

What You’ll Get:

• A 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 dependents.
• 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, Menopause and Men’s 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 space at the city center office location. 

Travel:

• 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. .

Imagine a workplace where your ideas are valued, your growth is supported, and your efforts directly contribute to our success. We believe in fostering a culture where everyone feels empowered, inspired, and excited to come to work each day. If you're looking for a role that offers more than just a job, where you can truly make a difference and have fun while doing it, then we can't wait to meet you! Join us and be a part of something extraordinary.

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.

Monthly base salary for this position is from €1,643.33 to €1,933.33 gross. Final offer will depend on your qualifications, competencies, and professional experience.