Let’s talk about the team
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.
Let’s talk about the role
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 in the ticketing system, including the nature of the support inquiry and the resolution recommended
- Participate in rotating on-call schedule
- Adhere to company policies and procedures regarding customer service, and problem escalation
- Adherence to a pre-defined schedule (Workforce Management)
Let’s talk about you
- Minimum 2 years of experience in a customer support environment
- Minimum 2 years of experience in a technology environment
- Knowledge of customer support best practices, including support case lifecycle
- Proficiency with Microsoft Office applications
We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue three weeks Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members. Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.
Payrate for this position: $24 per hour
For remote positions located outside of the US, payrate will be determined based on the candidate’s geographic work location, relevant qualifications, work experience, and skills.
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.