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.
Subject Matter Expert (SME) that provides training, knowledge expertise and best practices to drive consistent and continual performance improvement for team
Keep up with changes in ResMed Product and Software. Provide training and assistance for team members on ResMed’s product and software.
Ensure process alignment within the team and internal stakeholders.
Effectively handle escalations and assist other team members to ensure efficient resolution to customer requests through collaboration and effective teamwork.
Provide process improvement suggestions, create/ update training documents and email templates.
Work to support continuous improvement projects, system testing and special projects as needed.
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.
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)
Other duties as assigned.
Diploma or degree holder in any discipline
Minimum 10 years’ experience in a high-volume customer service/call center managing calls and emails
At least 5 years on Technical Support or Software Support phone support experience
Experience supporting Windows OS
Experience troubleshooting medical devices
Strong understanding of desktop/laptop hardware.
Experience conducting training, preparing training document, presentation, process flow and email templates.
Must be able to handle escalations, ad-hoc tasks and demonstrate exceptional problem solving and organizational skills.
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.
Demonstrates a strong customer orientation with the ability to effectively interact and maintain professionalism with customers at all levels via phone and email
Excellent problem-solving ability and strong attention to detail.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
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.