Associate Software Support Technician

ResMed is the industry leader in providing innovative products and services that improve the lives of millions of people worldwide who have respiratory disorders. We take pride in our people: their innovation their extraordinary passion for what we do and our opportunity to change lives with every breath. Our Operations team is seeking an innovative and passionate Associate Software Support Technician who will help drive the customer experience with ResMed s digital health technology suite of software solutions and hardware.

Big ideas and big goals reign at ResMed San Diego. Within this major software development office you will thrive in an environment filled with self-starters with the drive to make a difference. You will be encouraged within a people-focused culture that motivates and recognizes so that together we can produce the best products and results.

At ResMed we focus on capability and passion. We are seeking an Associate Software Support Technician to join our team. Reporting into the Technical Care Supervisor the Associate Software Support Technician will deliver an unparalleled customer experience. You will have exceptional communication skills and proven proficiency in troubleshooting and resolving technical issues that affect users of ResMed s digital health technology software solutions and hardware.

In this customer-facing position you will be required to manage inbound email and customer support calls. You must be familiar with technology and web-based applications.

To ensure success in the role you will be able to demonstrate that you are a natural problem solver with a pride and personal interest in what you do. You will be able to demonstrate your passion for learning.

• 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)

• 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

Joining ResMed 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. A role where each day you ll uncover a new reason to love what you do. If this sounds like the workplace for you apply now!

We thank all applicants however only those who are selected for an interview will be contacted.