Technical Support Representative 2

Dexcom; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Comprehensive benefits

Global growth opportunities

In-house learning programs

Tuition reimbursement

Job summary

Dexcom Australia and New Zealand divisions seek a Technical Support Specialist to be the first point of contact for patients, families, and healthcare professionals seeking guidance and troubleshooting for Dexcom CGM products.

You will provide empathetic, knowledgeable support, troubleshoot across devices, and guide users through setup and app use via phone and email. Commitment to quality, regulatory standards, and ongoing training is essential.

Qualifications

• Minimum 2–4 years of related customer care experience.
• Strong communication skills, both written and verbal.
• Comfort with technology and ability to learn new systems quickly.

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, escalate 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.

Skills

Customer service

Empathy

Tech-savvy

CRM experience

Communication

Tools

CRM systems

Job description

About Australasian Medical and Scientific Limited (AMSL) and New Zealand Medical & Scientific (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 CGMtechnology.

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.

Where You Come In

• You provide empathetic, knowledgeable support to Dexcom users, including patients, parents, carers, and healthcare professionals.


• You troubleshoot technical issues across smartphones, insulin pumps, and other medical devices.


• You guide users through setup, app navigation, and product use via phone and email.


• You document customer interactions accurately in CRM systems and coordinate with internal teams.


• You support product replacements, **escalate** complaints, and follow up to ensure resolution.


• You liaise with healthcare providers to ensure a seamless and respectful experience.


• You stay current on product updates and participate in ongoing training.


• You ensure compliance with our Quality System, regulatory standards, and timely reporting to manufacturers.


• You help maintain Dexcom’s strong customer satisfaction results through exceptional service delivery.

What Makes You Successful

• You are customer-focused, with the ability to listen deeply and remain calm under pressure.


• You have a strong comfort level with technology and can learn new systems quickly.


• You bring excellent written and verbal communication skills, especially over the phone.


• Your proficiency in retaining and explaining technical knowledge clearly and patiently sets you apart.


• You have experience with CRMs or patient record systems (a plus).


• You are willing to work evenings, weekends, and public holidays on a rotating basis.


• You bring 2–4 years of experience in customer service or healthcare support.


• Your compassion, consistency, and clarity make you a trusted resource for those navigating diabetes.

What you’ll get:

• 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.

Experience and Education

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