As a Product Support Representative (with German language) at Dexcom, you will become an expert of our innovative continuous glucose monitoring (CGM) technology. Our products measure glucose levels in real time via a sensor, delivering accurate readings directly to smart devices. After comprehensive onboarding and training, youll be equipped to provide compassionate guidance and support to Dexcom patients living with diabetes, as well as to their families and caregivers.

Responsibilities:

• Support 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 the 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, product support forms 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.