Technical Support Engineer

About Resmed

Resmed is dedicated to providing innovative solutions for people with sleep apnea and other chronic obstructive pulmonary diseases.

Job Summary

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.

Key Responsibilities

• Provide post Design support and repair of ResMed products.
• Investigate device failures, upgrading the systems, product maintenance & testing.
• Provide insights regarding Somnoware’s platform and feature set to the product and engineering teams based on customer feedback, requirements, and observations.
• Become a Subject Matter Expert of your assigned accounts and their respective workflows, implementation policies/procedures, regulatory requirements.
• Maintain customer service and responsiveness standards in accordance with our SLAs.
• Effectively document and communicate customer deployment issues to product and engineering teams as needed.
• Participate in the planning process of enhancements and new features with our Product team.
• Track and maintain all client communications and ticket documentation.

Requirements

• Technical graduate with excellent English-speaking skills.
• Knowledge of basic computer operations and experience in IT/product support is an added advantage.
• Proficiency in office tools such as Excel, Word, and PowerPoint.
• Strong customer service skills and the ability to excel under pressure.
• Proven multi-tasking and time management skills.
• Willingness to learn and work in 24×7 rotational shifts.