Technical Support Representative 2
Core
First point of contact for patients, families, and healthcare professionals providing empathetic troubleshooting and guidance for Dexcom Continuous Glucose Monitoring (CGM) products.
Role type
Technical Support Representative
Builds
Customer support and issue resolution for CGM devices and related mobile applications
Domain
Medical Devices / Diabetes Care
Deliverable
client delivery
Required skills
Troubleshooting technical issues, CRM system proficiency, regulatory compliance knowledge, product setup guidance, escalation management, written and verbal communication
Preferred skills
Experience with patient record systems, ability to work rotating shifts including evenings and weekends
Technologies
Smartphones, insulin pumps, CGM devices, CRM systems
Responsibilities
Troubleshoot technical issues across smartphones, insulin pumps, and other medical devices; Guide users through setup, app navigation, and product use via phone and email; Document customer interactions accurately in CRM systems; Support product replacements and escalate complaints; Liaise with healthcare providers to ensure a seamless experience; Stay current on product updates and participate in ongoing training; Ensure compliance with Quality System and regulatory standards
Seniority
Mid-level (2–4 years experience)
