Technical Support Representative 2

Dexcom; Sydney; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Comprehensive benefits program

Global growth opportunities

In-house learning programs and tuition

Job summary

AMSL and NZMS, part of Dexcom, are seeking a Technical Support Specialist to be the first contact for patients, families and healthcare professionals seeking guidance and troubleshooting for Dexcom products.

You will provide empathetic, clear support, assist with setup, app navigation, and product use, and document interactions in CRM while coordinating with internal teams. Stay updated on product changes and uphold quality and regulatory standards.

Qualifications

• Minimum 2–4 years in customer service or healthcare support.
• Ability to learn new systems quickly.
• Excellent written and verbal communication, especially over the phone.

Responsibilities

• Provide empathetic, knowledgeable support to Dexcom users (patients, families, healthcare professionals).
• 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 and coordinate with internal teams.
• Support product replacements, elevate complaints and follow up to ensure resolution.
• Liaise with healthcare providers to ensure a seamless and respectful experience.
• Stay current on product updates and participate in ongoing training.
• Ensure compliance with our Quality System and regulatory standards.
• Help maintain Dexcom’s strong customer satisfaction results through exceptional service delivery.

Skills

Customer-focused

Tech-savvy

Excellent communication

CRM experience

Evenings/weekends availability

2–4 years experience in customer care/

Tools

CRM software

Job description

About AMSL and NZMS

AMSL and NZMS are subsidiaries of Dexcom, a worldwide leader in transforming diabetes care and management by providing CGM technology to help patients and healthcare professionals better manage diabetes. We form partnerships with world leading medical device, pharmaceutical and scientific innovators and are passionate about introducing and establishing advances in healthcare and science for the benefit of patients and healthcare providers. Working in the Medical Devices Industry, you will be exposed to a broad range of products that have life changing effects on a patient's quality of life.

Meet The Team

At AMSL (Australasian Medical & Scientific Limited) and NZMS, we’re proud to be part of Dexcom, a global leader in Continuous Glucose Monitoring (CGM) technology. Together, we support people living with diabetes through life‑changing products and solutions that bring peace of mind, empower better decisions, and support a higher quality of life.

As a Technical Support Specialist

You’ll be the first point of contact for patients, families, and healthcare professionals seeking guidance and troubleshooting assistance with Dexcom products. You’ll offer more than just technical help, you’ll offer empathy, reassurance, and clarity at moments that matter most.

Responsibilities

• Provide empathetic, knowledgeable support to Dexcom users, including patients, parents, carers, and healthcare professionals.
• 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 and coordinate with internal teams.
• Support product replacements, elevate complaints, and follow up to ensure resolution.
• Liaise with healthcare providers to ensure a seamless and respectful experience.
• Stay current on product updates and participate in ongoing training.
• Ensure compliance with our Quality System, regulatory standards, and timely reporting to manufacturers.
• Help maintain Dexcom’s strong customer satisfaction results through exceptional service delivery.

Qualifications

• Customer-focused with the ability to listen deeply and remain calm under pressure.
• Strong comfort level with technology and the ability to learn new systems quickly.
• Excellent written and verbal communication skills, especially over the phone.
• Proficiency in retaining and explaining technical knowledge clearly and patiently.
• Experience with CRMs or patient record systems (a plus).
• Willingness to work evenings, weekends, and public holidays on a rotating basis.
• 2–4 years of experience in customer service or healthcare support.
• Compassion, consistency, and clarity make you a trusted resource for those navigating diabetes.

Benefits

• A front row seat to life changing CGM technology and learning 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.

Qualifications Requirement

• Typically requires a minimum of 2–4 years of related customer care experience.