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

Respond to incoming customer tickets and calls/emailsSolution 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 resourceFoster strong customer relationshipsMulti-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 recommendedParticipate in rotating on-call scheduleAdhere to company policies and procedures regarding customer service, and problem escalationAdherence to a pre-defined schedule (Workforce Management)

Let’s talk about Qualifications and Experience

Minimum 2 years of experience in a customer support environmentMinimum 2 years of experience in a technology environmentKnowledge of customer support best practices, including support case lifecycleExperience and genuine dedication to customer care/supportExcellent communication skillsMust have strong organizational skills that demonstrate the ability to prioritize upon short notice while maintaining accuracyDetail-oriented with excellent analytical and problem-solving skills, including the ability to deal with situations where information is difficult to obtain, complex or ambiguousAbility to work effectively with minimal supervisionStrong interpersonal skills; collaborative team player with a positive, can-do approach.Proficiency with Microsoft Office applicationsBilingual (English & French) an asset

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.