Technical Support Specialist — Medical Devices & CGM

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

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.