German speaking Technical Support Agent
Budget: €1,500 – €3,000 EUR
Responsibilities
Take calls on patient inquiries, product/service concerns, and technical issues relating to the company's 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.
Requirements:
HND level educated and/or 1+ years of relevant customer/technical support experience.
Native level of German and fluent level of English (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 of supporting mobile apps, both iOS and Android, as well as Cloud based reporting systems is
desirable.
Innate ability to troubleshoot and problem solve issues while exhibiting strong customer service skills and
Take calls on patient inquiries, product/service concerns, and technical issues relating to the company's 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.
Requirements:
HND level educated and/or 1+ years of relevant customer/technical support experience.
Native level of German and fluent level of English (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 of supporting mobile apps, both iOS and Android, as well as Cloud based reporting systems is
desirable.
Innate ability to troubleshoot and problem solve issues while exhibiting strong customer service skills and