Technical Support Engineer

Job 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.

Lets talk about the team

• Provide Technical support to ResMed customers.
• Work in 24/7 rotational shifts.
• 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.
• Maintains 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. Deep understanding of customer workflows and technical requirements is essential.
• Work closely with Customer Success Team to ensure pending issues are resolved at certain customer locations prior to Go-live.
• Track and maintain all client communications and ticket documentation.

Let's talk about the role

The ideal candidate should be a technical graduate with excellent English-speaking skills and a natural customer support attitude. 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 are required. Strong customer service skills, the ability to excel under pressure, and proven multi-tasking and time management skills are essential. Taking initiatives, having a strong willingness to learn, and being open to work in 24x7 rotational shifts are also necessary.

Responsibilities include providing best-in-class customer service, technical troubleshooting, and problem resolution to customer queries over phone/email/chat. Providing technical assistance to users of software products through problem identification and resolution. Prioritizing support tickets, responding to inquiries in a timely manner, and collaborating with other departments to identify solutions.

Key Responsibilities include:

• Manage customer support requests daily.
• Respond, resolve, escalate tickets in accordance with our SLA standards.
• Maintain business relationships with your assigned accounts. Take a proactive approach to supporting your portfolio by anticipating potential issues and constantly communicating with your customers. Don't just close tickets.
• Conduct calls with customers to assess reported issues and troubleshoot.
• Create new customer entities, databases, and provision user accounts.
• Collaborate with the Marketing team on developing training guides for end users.
• Escalate technical issues as needed to facilitate rapid resolution.
• Identify gaps and communicate customer requirements to the product team.
• Contribute to knowledge base by identifying solutions and documenting them for future use.

Let's talk about you

• Bachelor's degree. Technical degree will be an added advantage.
• Minimum of 2 years of related experience.
• Basic experience in technology and technical support required.
• Experience supporting an enterprise application with customer-facing experience if highly desirable.
• Proficient in complex troubleshooting, problem solving, and root cause analysis.
• Experience with Microsoft Word, Excel, PowerPoint, Visio. Experience in Salesforce, Zendesk, JIRA is desirable.
• Good communication skills
• Follows standard practices and procedures and applies basic theories, concepts, principles and methodologies in analyzing situations or data.
• Ability to coordinate and oversee critical customer issues and deliver resolutions punctually.
• Work remotely with limited supervision.