ResMed
ResMed is a global leader in sleep technology and respiratory care, focused on improving out-of-hospital care to enhance the health and quality of life for individuals with chronic diseases. With over 30 years of innovation, ResMed develops life-changing technology and provides software platforms that support medical professionals and caregivers in helping patients manage their health from home or in preferred care settings. The company is committed to diversity and inclusion, supporting a wide range of professionals in building meaningful careers, and shaping the future of connected health care with the goal of impacting 250 million lives worldwide.
Sleep apnea • COPD • Out-of-hospital care • Home medical equipment • durable medical equipment
Associate Software Support Technician
December 14, 2024
ResMed
ResMed is a global leader in sleep technology and respiratory care, focused on improving out-of-hospital care to enhance the health and quality of life for individuals with chronic diseases. With over 30 years of innovation, ResMed develops life-changing technology and provides software platforms that support medical professionals and caregivers in helping patients manage their health from home or in preferred care settings. The company is committed to diversity and inclusion, supporting a wide range of professionals in building meaningful careers, and shaping the future of connected health care with the goal of impacting 250 million lives worldwide.
Sleep apnea • COPD • Out-of-hospital care • Home medical equipment • durable medical equipment
📋 Description
• 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).
🎯 Requirements
• 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 • Experience and genuine dedication to customer care/support • Excellent communication skills • Must have strong organizational skills that demonstrate the ability to prioritize upon short notice while maintaining accuracy • Detail-oriented with excellent analytical and problem-solving skills, including the ability to deal with situations where information is difficult to obtain, complex or ambiguous • Ability to work effectively with minimal supervision • Strong interpersonal skills; collaborative team player with a positive, can-do approach. • Proficiency with Microsoft Office applications • Bilingual (English & French) an asset
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