Technical Customer Service Representative

Let’s talk about the team:


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 the role:

• 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)
• Suggest and implement changes that are needed to move the department in a positive direction. Other duties as assigned.
• This is a role which requires you to support morning shift from 7:30 am – 4:30 pm, or, from 10:30 am – 7:30 pm, or, from 11:30 am – 8:30 pm.
  
  
  

Let’s talk about you:

• 5 or more years’ experience in a high volume customer service/call center managing calls and emails.
• Must demonstrate strong written and oral communication skills in English.
• Must be able to work in enterprise level ERP (e.g. Oracle) and CRM (e.g. Sales Force Dotcom) applications, navigate multiple screens, and enter customer information/orders accurately.
• Proficient in Microsoft Office
• Experience supporting users from US, Australian or other countries
• Extremely detail-oriented.
• Demonstrates a strong customer orientation with the ability to effectively interact and maintain professionalism with customers at all levels via phone and email
• 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, & 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.
• Demonstrate exceptional problem solving and organizational skills.
• Willing to pitch in and do more than is required, puts initiative, resourcefulness and curiosity. Ability to define problems, collect data, establish facts, and draw valid conclusions.
  
  
  

Preferred:

• 2 years of Technical Support or Software Support phone support experience
• Diploma or degree holder in any discipline
• Experience supporting Windows OS
• Experience troubleshooting medical devices
  
  
  

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.