Customer Account Support Specialist 2

Dexcom Philippines; Manila; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Comprehensive benefits program

Career development

Tuition reimbursement

Growth opportunities

Job summary

Dexcom is seeking a Customer Account Support Specialist in Manila to assist patients and healthcare professionals with product and service inquiries, troubleshoot issues, and maintain accurate records. You will work closely with the Dexcom team to provide high-quality support across mobile apps, cloud reporting, and devices.

The role demands bilingual English/Spanish communication, strong problem-solving and empathy, and flexibility to work a rotating schedule including evenings and weekends.

Qualifications

• 1+ years of relevant customer/technical support experience.
• Fluency in English and Spanish (written and spoken).
• Proficient with Windows and macOS and major web browsers.
• Experience supporting mobile apps (iOS/Android) and cloud reporting systems.
• Willingness to work rotating shifts including evenings, holidays and weekends.

Responsibilities

• Handle patient inquiries and concerns related to Dexcom products and services.
• Access and update patient accounts in computer systems.
• Provide technical support and training to patients and healthcare providers.
• Be the first point of contact for patients and medical professionals; coordinate with Advocacy to maintain records.
• Document data, send replacements/samples, and perform follow-ups per standards.
• Participate in new product training and ensure QA/regulatory compliance.
• Maintain high-quality support standards and assist in meetings as required.

Skills

English fluency

Spanish fluency

Troubleshooting

Customer service

Phone etiquette

Communication

Empathy

Problem solving

Flexible hours

Education

High School diploma/certificate or equivalent

Tools

Windows/macOS

Major web browsers

Cloud reporting systems

Mobile apps support (iOS/Android)

Job description

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

As a Customer Account Support Specialist at Dexcom, you will be interacting with patients, parents, 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. Working in a dynamic environment with our dedicated and focused team, 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 can use Dexcom products as intended.

Where you come in:

• Support patient inquiries, product/service concerns, and technical issues relating to Dexcom mobile apps, cloud software and associated hardware. Access and update patient accounts through computer-based systems. Monitor current procedures to ensure compliance with set standards. Provide technical support and training to patients and healthcare providers.
• Serve as first point-of-contact for patients and medical professionals. Help with patient support issues. Coordinate with Customer Advocacy to ensure records are maintained to a high standard.
• Take calls on patient inquiries and complaints. Respond to patient phone calls, product support forms and emails with troubleshooting tips and specific instructions. Review and discuss data with patients. May require some training of patients over the phone.
• 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.
• Promote and maintain high-quality technical support standards within the Technical Support department achieving the agreed service levels.
• Ensure that Dexcom maintains satisfactory results in the periodic customer surveys.
• Participate and contribute to all company meetings in accordance with company regulations and guidelines
• This position assumes and performs other duties and assignments as required by department.

What makes you successful:

• HND [Higher National Diploma] level educated and/or 1+ years of relevant customer/technical support experience.
• Fluency in English and Spanish language, both written and oral communication.
• Sound working knowledge of all Windows/Mac OS X operating systems and associated web browsers Internet Explorer, Chrome, Safari and Firefox.
• Proven experience of supporting mobile apps, both iOS and Android, as well as Cloud based reporting systems.
• Knowledge and experience of providing support across a number of social media channels.
• Innate ability to troubleshoot and problem solve issues while exhibiting strong customer service skills and excellent phone acumen.
• Strong 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.
• Superior phone acumen and ability to show empathy to customers.
• Ability to retain detailed information, troubleshoot and solve problems.
• Strong proficiency in troubleshooting issues and thinking through problems.
• Able to work flexible hours on a rotating schedule including evenings, holidays and weekend.
• Ability to work independently with supervision as required and with other departments.
• Desire, drive and willingness to be part of a very fast-moving company.

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.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Travel Required:

• 0-15%

Experience and Education Requirements: (this section should not be modified)

• Typically requires a minimum of 2-4 years of related experience and a High School diploma/certificate or equivalent.

AI in Hiring Notice:

Wemayuse AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people.

At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional.

Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition [e-mail].