Technical Support Representative 2

About the role

AMSL and NZMS, subsidiaries of Dexcom, a global leader in continuous glucose monitoring (CGM) technology, are hiring a Technical Support Representative. As the first point of contact for patients, families, carers and healthcare professionals, you will offer empathetic, knowledgeable support and troubleshooting assistance for Dexcom products.

Key responsibilities

• Troubleshoot technical issues across smartphones, insulin pumps and other medical devices.
• Guide users through setup, app navigation and product use by phone and email.
• Document customer interactions in CRM systems and coordinate with internal teams.
• Support product replacements, escalate complaints and follow up until resolved.
• Liaise with healthcare providers to ensure a respectful experience.
• Stay current on product updates, take part in ongoing training and comply with the Quality System and regulatory standards.

Required profile

• 2-4 years of experience in customer service or healthcare support.
• Customer-focused, able to listen deeply and stay calm under pressure.
• Comfortable with technology and quick to learn new systems.
• Excellent written and verbal communication, especially over the phone.
• Willingness to work evenings, weekends and public holidays on a rotating basis.

Required skills

• Experience with CRMs or patient record systems is a plus.
• Ability to explain technical knowledge clearly and patiently.

What we offer

• A full and comprehensive benefits program.
• Growth opportunities and career development through in-house learning programs and/or tuition reimbursement.