Technical Customer Service Representative

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.

Let’s talk about Responsibilities

- Provide technical support to ResMed’s internal and external customers and business partners focusing on software support, device support, and general customer education through calls and email cases.

- Deliver exceptional customer experience and foster strong customer relationships.

- Respond to and resolve all customer issues in a timely manner including the escalation of issues as they arise.

- 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 in the ticketing system, including the nature of the support inquiry and the resolution recommended.

- Meet contact center QA standards and metrics.

- Provide support, training and assistance for Technical Care and Customer Care team members on ResMed’s product or software.

- Participate in an “on-call” rotation with other team members supporting customer issues during off hours including nights and weekends.

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

- Willing to cover support hours on a rotation basis either from 7:30 am – 4:30 pm, or, from 10:30 am – 7:30 pm, or, from 11:30 am – 8:30 pm.

- Suggest and implement changes that are needed to move the department in a positive direction.

- Other duties as assigned.

Let’s talk about Qualifications and Experience

- Demonstrates a strong customer orientation with the ability to effectively interact and maintain professionalism with customers at all levels via phone and email.

- Professional and effective communications skills – both verbal and written.

- Understanding of desktop/laptop hardware.

- Excellent problem-solving ability and strong attention to detail.

- Ability to work both effectively independently and harmoniously with a team.

- Ability to build relationships and work well across functions.

- Experience in a collaborative team environment, sharing workload and responsibilities.

- Demonstrates the capacity to manage changing priorities and ambiguity while remaining calm and controlled.

- Demonstrates poise and composure under pressure, communicates a “can do” attitude and positive outlook.

- Willing to pitch in and do more than is required. Demonstrates initiative, resourcefulness and curiosity.

- Ability to define problems, collect data, establish facts, and draw valid conclusions.

- Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

- Ability to write reports, business correspondence, and procedure manuals.

- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Required

- Must demonstrate strong written and oral communication skills in English.

- 3 or more years of experience in a customer support environment managing calls and emails. Including 2 years of technical phone support experience.

- 2 or more years of experience with Windows Network administration and supporting Windows OS. • Proficient in Microsoft Office. Preferred

- Diploma or degree holder in Computer Science or related education.

- Certifications (A+, MCP, Network+ Certification).

- Experience supporting users from US, Australian or other countries.

- Experience troubleshooting medical devices.

#LI-APAC

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.