Technical Support - Anonymous employee Dexcom Employee Review

Tech Support is a joke. It's a different company inside Dexcom, you're treated differently, and you’re not part of the whole. Poor Management, terrible decisions, no standard procedures to follow, each head is a sentence. Whoever follow the company's policy is yelled at by Patients and when the issue is escalated the Lead or Supervisor just give free stuff to make patient feel better, going against Company's policy, creating a never end vicious cycle. Supervisor do not back you up on your decisions with Patients. When you first start, they claim it's a friendly environment, where everybody helps each other, once you're on the phone; it’s every man for himself. You're bullied if you made your Lead or Supervisor do some extra work, since they claim they already have a lot on their plates. When a Patient demands to speak to a Manager, you're bullied if you escalate the call and also bullied if you didn't do it. Any whole Company event you are not part of it, because you're paid to be on the phone, not part of the event. Dexcom created a program called DexcomGo, where theorically you would be evaluated internally and if the position you're at does not fit your profile, they would bring you to a different area, to have the best people doing the best job they can. NOBODY has ever transferred internally due to this program, another joke at Dexcom. There is no perspective of growing. On personal evaluation, there is no consistency, you may have reached the goals but it's never good enough and you have no saying when this happen, your Sup acts like a God. Management presented new software to make things faster, it's been almost 2 years, and no fixes have done to make the 'new' software faster, it slows down everything, bringing frustration and low performance, but it's been almost 2 years that Supervisors have been demanding faster performance on our end. Although Management keeps alerting that the Company is still not making any money yet, Sups and Leads keep giving away free stuff when Patient is frustrated, in another hand they tend to control your breaks by the seconds, because it costs a lot of money to the Company when you're seconds late, but it's ok to give away free equipment that costs thousands of dollars to have happy patients out there.