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

The primary objective of Technical Services specialization within Technical Support (CS) Job Family is to troubleshoot and resolve technical issues that affect internal and external customers via inbound calls, email, and chat sessions with a focus on software and device support.Key responsibilities include: responding to incoming customer tickets, calls or emails, troubleshoot and provide solutions for malfunctioning equipment and software applications by evaluating, analyzing the symptoms, resolve concerns during the installation, operation, maintenance or product application or compatibility matters, document technical inquiries and customer-reported problems in the in the tracking system, including the nature of the support inquiry and the resolution recommended to support product quality programs and development, provide metrics to management team as required.Support roles consist of work in a:

(1) clerical, administrative or specialized support tasks in an office or field setting

(2) specialized technical tasks or skilled craft work

(3) unskilled or semi-skilled operational tasksHas completed vocational training or obtained equivalent experience.Interacts internally to exchange information.Informal resource for colleagues with less experience.Works independently, likely to act as an informal resource for colleagues with less experience.
 

Let’s talk about Qualifications and Experience

Required:

Preferred:

Bachelor’s degree.Minimum of 2 years of related experience.Has detailed knowledge of procedures and his/her administration, uses initiative to handle a wide variety of non-routine situations and conflicts.Identifies key issues and patterns from partial/conflicting data.