Spanish Bilingual Customer Account Support Specialist 2

Dexcom Inc.; Manila; On-site; PHP 320,000 - 420,000; Full time

Benefits offered by this job

Benefits program

Global growth opportunities

Career development

Dexcom community

Job summary

Dexcom Philippines is seeking a Spanish bilingual Customer Account Support Specialist. You will assist patients and healthcare providers with Dexcom apps, cloud software, and hardware, ensuring a high-quality experience. You’ll act as the primary contact, guide troubleshooting, and coordinate with advocacy to maintain records.

Responsibilities include handling calls, emails, and forms, reviewing data with patients, and training users as needed while upholding privacy and quality standards.

Qualifications

• HND level education and/or 1+ years of relevant customer/technical support experience.
• Fluency in English and Spanish, written and spoken.
• Strong practical knowledge of Windows/macOS operating systems and browsers.

Responsibilities

• Support patient inquiries and technical issues related to Dexcom apps, cloud software and hardware.
• Serve as first point of contact for patients and healthcare professionals.
• Review data with patients and provide troubleshooting tips and instructions.
• Document and analyze patient information, send replacements, and follow up per standards.

Skills

Bilingual English/Spanish

Customer support

Technical support

Troubleshooting

Phone empathy

Education

Higher National Diploma (HND) or equivalent

High School diploma or equivalent

Tools

Windows

Mac OS X

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.

Meet the team:

As a Spanish Bilingual 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:

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

#LI-Hybrid

AI in Hiring Notice: We may use 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 at [e-mail].

#DexcomPhilippines