Supervisor Technical Support

Job Description

Meet the Team:

Our Technical Support team is a group of skilled professionals dedicated to providing exceptional service and solutions to our customers. The team combines technical expertise with a passion for customer satisfaction. With a commitment to proactive problem-solving and continuous improvement, we aim to guarantee that each customer interaction results in satisfaction and instills confidence in our services.

Where you come in:

• You will lead and motivate the Technical Support team: Provide performance feedback and coaching for members of the team with a focus on quality and service effectiveness, Dexcom products, regulatory guidelines, and high standards of customer experience.
• You will need to meet or exceed monthly, quarterly, and annual department metrics.
• You must deliver action plans to your manager on how to achieve performance standards.
• You will manage daily work schedules of direct reports to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities, as well as addressing attendance and performance issues.
• You will establish exceptional relationships with various departments, consultants, external providers, and leadership, resulting in increased process efficiency, improved communications, and reduced cycle time.
• You will need utilize various sources of data for analysis, suggest opportunities for process improvements, and implement system changes throughout the team.
• You must train employees on operational processes and available tools. Plan for intermediate and long-term department needs computer systems, training, facilities, and supplies.
• You will have a working supervisor position, responding to customer escalations and contributing to workload queues when service levels have been exceeded.

What makes you successful:

• You should have an experience working in call center or shared services setting.
• You should have a proven ability to troubleshoot in a fast-paced, customer-facing role.
• You should have an excellent 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.
• You should have collaboratively work with other departments in a positive goal - oriented manner. Demonstrate sensitivity regarding timeline obstacles.
• You should have an excellent customer service skill.  Consistent top customer service quality feedback.
• You should have an ability to generate reports, graphs, process instructions, flowcharts.
• You should have an ability to retain detailed information and solve complex problems.
• You should display a complete understanding and follow through of all Technical Support policies and procedures.
• You should exceed individual requirements, and able to answer questions from other TS reps, encouraging team environment.
• You should have a proven capability to handle challenging situations.
• You must have a positive attitude with a passion and drive to be amazing
• You must be an effective trainer and team coach including advanced cross training experience.
• You should achieve service level goals and quality targets, managing and coaching employees to department performance standards.
• You should identify efficiency opportunities and ensures proactive and professional communication with multiple department - based peers.
• You should provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing materials and ensuring goal achievement.
• You must implement, communicate and interprets new and existing policies and procedure to staff members.
• You must partner with Field Sales, Inside Sales, Quality, Regulatory and other departments to resolve issues pertaining to customer support and new product launches.
• You should work cross functionally, collaboratively with leadership and external business partners.
• You should have a proven experience in leading teams and delivering results. Able to work flexible hours on a rotating schedule that includes evenings, holidays and weekends.

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:

• Up to 25%

Education and Experience Requirements:

• Typically requires a Bachelor's degree with 5-8 years of industry experience
• Informal management/ team lead experience