Product Support Representative, Italian Speaker

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.

Join our Customer Support team, where you will be the first point of contact for Dexcom users. As a Product Support Representative, you will be assisting patients, parents, and caretakers of people affected by diabetes who use Dexcom products.

• 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. 

• You have HND level education and/or 1+ years of relevant customer or technical support experience.
• You are fluent in both Italian and English, with excellent written and oral communication skills.
• You are experienced with Windows/Mac OS X operating systems and web browsers such as Internet Explorer, Chrome, Safari, and Firefox.
• You bring proven experience in supporting mobile apps on iOS and Android platforms, as well as cloud-based reporting systems.
• You have knowledge of providing support across social media channels.
• You demonstrate strong customer service skills with an innate ability to troubleshoot and problem-solve.
• You are able to communicate effectively, both verbally and in writing, and have excellent listening skills.
• You excel at showing empathy to customers and solving issues with patience and accuracy.
• You have the ability to retain detailed information and work through complex troubleshooting scenarios.
• You are flexible and willing to work varied hours, including evenings, holidays, and weekends, on a rotating schedule.
• You can work independently with minimal supervision and as part of a team.
• You are driven to be part of a fast-growing company.

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

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

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.