Strategic Staffing Solutions International client is a leading medical technology company developing innovative continuous glucose monitoring (CGM) systems for diabetes management.

Where You Come In

• You will support Dutch-speaking Dexcom patients via phone, web forms, and emails.
• You take calls on patient inquiries, product/service concerns, and technical issues relating to Dexcom mobile apps, cloud software, and associated hardware. You access and update patient accounts through computer-based systems, monitor current procedures to ensure compliance with set standards, and provide technical support and training to patients and healthcare providers.
• You serve as the first point-of-contact for patients and medical professionals, helping with patient support issues and coordinating with Customer Advocacy to ensure records are maintained to a high standard.
• You respond to patient inquiries and complaints via phone calls and emails, providing troubleshooting tips and specific instructions. You review and discuss data with patients and may require some training of patients over the phone.
• You use and maintain software and databases appropriately, documenting and analyzing patient and product information, sending replacements and samples, and performing patient follow-up per department standards.
• You participate in new product training as required when new products are launched.
• You comply with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy as outlined for the position.
• You promote and maintain high-quality technical support standards within the Technical Support department, achieving the agreed service levels.
• You ensure that Dexcom maintains satisfactory results in the periodic customer surveys.

What Makes You Successful

• Your fluency in English and Dutch both written and oral, enables you to communicate effectively in diverse environments.
• You possess a sound working knowledge of all Windows and Mac OS X operating systems, as well as associated web browsers like Internet Explorer, Chrome, Safari, and Firefox.
• Your proven experience in supporting mobile apps, both iOS and Android, as well as Cloud-based reporting systems, makes you a valuable asset.
• Your innate ability to troubleshoot and problem-solve issues, combined with strong customer service skills and excellent phone acumen, sets you apart.
• You have strong verbal and written communication skills, including effective listening skills and the ability to communicate accurately and effectively in person, over the telephone, through email, and other business correspondence.
• Your superior ability to show empathy to customers enhances customer satisfaction and loyalty.
• You retain detailed information, troubleshoot, and solve problems efficiently.
• Your strong proficiency in troubleshooting issues and thinking through problems ensures quick and effective resolutions.
• You can work independently with supervision as required, and you collaborate well with other departments.

What You’ll Get

• A comprehensive onboarding and training on the job
• Additional compensation for Dutch language skills
• Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities
• Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space
• 5 additional vacation days, with potential for more for parents, students, and other cases with approval
• Opportunity to work from other countries for up to 30 days per year
• Health Insurance including reduced premiums available for dependents
• Life and Accident insurance coverage
• 3rd Pillar Private Pension plan
• Health and Wellness programs, including access to online coaching and therapy sessions Fertility, Family forming, Menopause and Men’s health support services
• Regular team-building events that foster collaboration and connection
• Best-in-class training and career development programs
• Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more
• Access to a fitness tracking app with rewards for staying active
• Free parking space at the city center office location.

Salary: up to 1933 EUR gross monthly