supervisor Technical SupportDexcom

Job Description:
Required Qualifications
Team supervisor experience working in a high call volume shared services or call center environment
5 - 8 years of industry experience
Bachelor's Degree in addition to at least 1 of the following certifications:
Proven ability to troubleshoot in a fast-paced, customer-facing role.
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.
Collaboratively work with other departments in a positive goal oriented manner. Demonstrate sensitivity regarding time line obstacles.
Excellent customer service skills. Consistent top customer service quality feedback.
Ability to generate reports, graphs, process instructions, flowcharts.
Ability to retain detailed information and solve complex problems.
Display a complete understanding and follow through of all Technical Support policies and procedures.
Exceeds individual requirements, and able to answer questions from other TS reps, encouraging team environment.
Proven capability to handle challenging situations.
Positive attitude with a passion and drive to be amazing!
Must be an effective trainer and team coach including advanced cross training experience.
Achieve service level goals and quality targets, managing and coaching employees to department performance standards.
Identify efficiency opportunities and ensures proactive and professional communication with multiple department based peers.
Provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing materials and ensuring goal achievement.
Implement, communicate and interprets new and existing policies and procedure to staff members.
Partner with Field Sales, Inside Sales, Quality, Regulatory and other departments to resolve issues pertaining to customer support and new product launches.
Work cross functionally, collaboratively with leadership and external business partners.
Proven experience in leading teams and delivering results. Able to work flexible hours on a rotating schedule that includes evenings, holidays and weekends.
Scope
Receives assignments in the form of objectives with goals and the process by which to meet goals.
Provides direction to others according to established policies and management guidance.
Administers company policies that directly affect team members / supporting employees.
Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
Networks with senior internal and external colleagues in own area of expertise.
Judgement
Works on issues where analysis of situation or data requires review of relevant factors.
Erroneous decisions or failure to achieve results will cause delays in schedules / work products.
Management
Provides direct supervision to individual contributors and/or support individual contributors/matrix reports.
Acts as advisor to unit or sub/units and may become actively involved, as required, to meet schedules and resolve problems.
People management responsibilities include hiring / terminations, performance reviews, career development coaching and compensation decisions.
Experience and Education
Typically requires a Bachelors degree with 5-8 years of industry experience.
Informal management/ team lead experience.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.
Dexcom

Cebu
Permanent
Full-time