Network & Applications Representative

Job description

As a Network & Applications Representative at Dexcom, you will be interacting with patients, parents, and caretakers for people affected by diabetes that use Dexcom products. Your 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 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. Each day offers new and exciting challenges to tackle including:

• Serve as first point-of-contact for patients and medical professionals on all technical and service levels. Provide assistance with patient support issues. Coordinate with Quality Assurance to ensure compliance.
• 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, email or via online chat.
• Access and update patient accounts through computer based systems.
• Monitor current procedures to ensure compliance with set standards.
• Provide technical support to patients and healthcare providers.
• Promote and maintain high-quality technical support standards within the Technical Support department.
• Resolve hardware and software issues.
• Use and maintain software and databases appropriately. Document and analyze 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.

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.

• Bachelor's degree preferred; Technical Support or Customer Service related experience and/or training preferred; or equivalent combination of education and experience.
• 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:
  • Troubleshoot customer installation issues of Dexcom Softwareon supported Microsoft Windows operating systems due to windows configuration issues (registry problems, permission problems, etc.)
  • .NET installation and repair
  • Ability to troubleshoot driver installation issues
  • Ability to troubleshoot folder and file issues
  • Mac
  • Troubleshoot customer installation issues of Dexcom Software on supported Mac operating systems due to configuration issues (registry problems, permission problems, etc.)
  • Driver installation issues
  • Folder and file issues
  • 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.)
• Able to work flexible hours on a rotating schedule including evenings, holidays and weekend. Overtime may be required.
• Ability to work independently and with little supervision
• Good teamwork skills.
• Superior customer service skills
• 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.
• Strong ability to retain detailed information and troubleshoot complex technical problems.

PREFERRED QUALIFICATIONS: 

• Apple Certified Support Professional, MCSE, MCSA and CCNA.

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.

Are you ready to take your career to a place where your work truly makes a difference in the lives of others? Using your expertise while improving lives, sounds like a win-win to us. Do you have the drive and desire to be a difference maker? If so, we would love to hear from you…

Equal Opportunity Employer Minorities/Women/Veterans/Disabled