Software Support Technician

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/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 Qualifications And Experience

• 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
  
  
  

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.