About Dexcom: Founded in 1999, Dexcom, Inc. provides continuous glucose monitoring technology to help patients and their clinicians better manage diabetes. Since our inception, we have focused on better outcomes for patients, caregivers, and clinicians by delivering solutions for people with diabetes - while empowering our community to take control of diabetes.
Summary:
As a Supervisor, Technical Support at Dexcom, you lead a team that interacts with patients, parents, and caretakers for people affected by diabetes that use Dexcom products. Your team’s assistance gives the entire family a sense of comfort and ability to move forward with their lives in a positive and productive way. By tapping into your technical expertise and superior communication skills, you are able to supervise, coach, monitor and developer technical support teams to ensure a high quality experience for each patient by appropriately engaging and connecting with them as you provide troubleshooting assistance to determine why the service, equipment or feature is inoperable and/or to troubleshoot their issues so they are able to use Dexcom products.
Essential Duties and Responsibilities:
Lead and motivate team to deliver outstanding medical device support via phones, email, chat and online.
Lead the efforts of technical support team. Provide call monitoring and coaching for members of the team that focus on quality and service effectiveness, Dexcom products and regulatory guidelines and high-standards of customer experience.
Meet or exceed monthly, quarterly and annual department metrics.
Deliver Action Plans to managers/Director on how performance standards will be met.
Maintain weekly/monthly/quarterly employee scorecards for all functional areas.
Perform 2 monthly scorecards with each employee. Coach, collect feedback and collaborate with leadership team.
Manage daily work schedules of direct reports to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities, as well as address attendance and performance issues.
This is a working supervisor position, responding to customer escalations and contributing to workload queues when service levels have been exceeded.
Establish exceptional relationships with various departments, consultants, external agencies and leadership resulting in increased process efficiency, improved communication, and reduced cycle time.
Evaluate category analysis by performing on-going work flow and work load reviews of all team members on a regular basis.
Meet performance criteria relating to quality, productivity, and other metrics related to team and department performance.
Utilize various sources of data to analyze, suggest opportunities for process improvements & implement system changes throughout team.
Participate in the interview and hiring of staff. Assess needs/plan ahead. Create, execute and follow up with new hire regarding 30/60/90 day plan.
Work closely with leadership to ensure thorough and consistent new hire training, cross training, and continuous training.
Train new employees on operational process and available tools. Plans for intermediate and long term department needs, hiring/staffing, computer systems, training, facilities and supplies.
Develop and maintain a monthly teambuilding activity to promote employee engagement.Required Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Informal management / team lead experience working in a high call volume call center environment
5 – 8 years of industry experience
Bachelor’s Degree in addition to at least 1 of the following certifications:
Apple Certified Supprt Professional
MCSE
MCSA
CCNA
A+
Requires advanced technically proficient skills in the areas of troubleshooting computer and network issues including issues with Windows, software, driver installation, networks, smart phones and like product issues including:
Proficiency in troubleshooting customer installation issues of Dexcom Software on supported Microsoft Windows operating systems due to windows configuration issues (registry problems, permission problems, etc.)
Ability to troubleshoot driver installation issues as well as folder and file issues
Experience troubleshooting Apple products including Mac, iPhone, IPad, etc.
Troubleshoot customer installation issues of Dexcom Software on supported Mac operating systems due to configuration issues (registry problems, permission problems, etc.)
Networks including: troubleshoot customer home network problems where Dexcom products are unable to function properly as well as hospital IT questions involving installation and use of Dexcom Software.
Smart Phones troubleshooting including:
Full understanding of iPhone and Android environment and the phone settings that may affect the behavior of an application.
Knowledge in the areas of back grounding, Bluetooth wireless communication, push notifications, settings that can affect audible and vibratory notifications
General cellular knowledge including data plans, multiple carriers, etc.
Knowledge of Apple App Store and Android Google Play Store
Email issues: Assist users with email issues (junk mail folders, spam filters, etc.)
Proven ability to troubleshoot in a fast-paced, customer-facing role.
Previous work experience in a high volume customer contact environment required.
Excellent verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.
Collaboratively work with other departments in a positive goal oriented manner. Demonstrate sensitivity regarding time line obstacles.
Excellent customer service skills. Consistent top customer service quality feedback.
Ability to generate reports, graphs, process instructions, flowcharts.
Ability to retain detailed information and solve complex problems.
Display a complete understanding and follow through of all Technical Support policies and procedures.
Exceeds individual requirements, and able to answer questions from other TS reps, encouraging team environment.
Proven capability to handle challenging situations.
Positive attitude with a passion and drive to be amazing!
Must be an effective trainer and team coach including advanced cross training experience.
Achieve service level goals and quality targets, managing and coaching employees to department performance standards.
Identify efficiency opportunities and ensures proactive and professional communication with multiple department based peers.
Provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing materials and ensuring goal achievement.
Implement, communicate and interprets new and existing policies and procedure to staff members.
Partner with Field Sales, Inside Sales, Quality, Regulatory and other departments to resolve issues pertaining to customer support and new product launches.
Work cross functionally, collaboratively with leadership and external business partners.
Proven experience in leading teams and delivering results. Able to work flexible hours on a rotating schedule that includes evenings, holidays and weekends.
Preferred Qualifications:
Knowledge of medical device Technical Support troubleshooting.
Education Requirements:
Bachelor’s Degree in addition to at least 1 of the following certifications:
Apple Certified Supprt Professional
MCSE
MCSA
CCNA
A+
Travel Required:
0 – 24%
Supervisory Responsibilities: Directly supervises employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Is responsible for the overall direction, coordination, and evaluation of this area. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Language Skills: Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
