Associate Software Support Technician

Technical Support Specialist

The Technical Care team offers comprehensive support to Home Medical Equipment (HME) providers across our diverse range of hardware and software products. We assist our customers in their efforts to support patients, enhancing their quality of sleep and the overall quality of life for those utilizing our sleep therapy devices. Our team is known for its high level of collaboration and fosters an environment of continuous growth and development for each team member's knowledge and skills.

The primary role of Technical Support function is to provide technical & engineering support to customers, support agents & internal teams. Key deliverables include taking ownership of customer queries on ResMed products, research solutions and promptly respond whilst maintaining the highest level in quality. Provide post design support and repair of ResMed products, investigate device failures, upgrading the systems, product maintenance & testing.

• Respond to incoming customer tickets and calls/emails

• Solution support for existing clients fulfilling ongoing support needs; gather customer's information and determine the issue by evaluating and analyzing the symptoms; redirect problems to appropriate support resource

• Foster strong customer relationships

• Multi-task, prioritize and organize all calls and emails sent to you and assigned to you.

• Document all technical inquiries and customer-reported problems in the ticketing system, including the nature of the support inquiry and the resolution recommended

• Participation in rotating on-call schedule may be required

• Adhere to company policies and procedures regarding customer service, and problem escalation

• Adherence to a pre-defined schedule (Workforce Management)

• Limited deviations from established process and procedures; may work autonomously with check-ins from leadership

• Agents may at times need to provide remote or on-site hardware/software installations of ResMed products

The ideal candidate will have:

• Minimum 2 years of experience in a customer support environment – customer support taking incoming calls resolving technical issues

• Minimum 2 years of experience in a technology environment – SW/HW background

• Knowledge of customer support best practices, including support case lifecycle

• Proficiency with Microsoft Office

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.