About this role
As a Technical Customer Service Representative, you will focus on providing exceptional customer service and software and device support to our customer base, sales representatives, and consumers. Within a performance-driven environment, you will support a variety of service programs designed to put
the customer first. This will be supporting North America region.
Let’s talk about Responsibilities
- Provide technical support to ResMed’s internal and external customers and business partners focusing on software support, device support, and general customer education through calls and email cases.
- Provide order, returns, complaints, credit, and rental requests processing data entry for requests from customers, by phone, fax, email, and EDI transactions
- Respond to customer inquiries and complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines. Attempt to troubleshoot customers' problems. Inform supervision/management of all unresolved complaints.
- Document all technical inquiries and customer-reported problems in the ticketing system, including the nature of the support inquiry and the recommended resolution.
- Document customer transactions accurately in Oracle. Ensure pricing approval process is supported and works in compliance with Customer Service policies and procedures.
- Meet SLA, contact center QA standards, and other quality metrics.
- Participate in an “on-call” rotation with other team members supporting customer issues during off-hours including nights and weekends.
- Willing to cover support hours on a rotation basis either from i. 7:30 am – 4:30 pm, ii. 10:30 am – 7:30 pm, or, iii. 11:30 am – 8:30 pm (this may change based on Daylight Saving Time).
Let’s talk about Qualifications and Experience
- 5 or more years of experience in a high volume customer service/call center managing calls and emails, preferably external customer-facing.
- Experience troubleshooting medical devices or Level 1 software applications support.
- Strong written and oral communication skills in English.
- Experience in using ERP (e.g. Oracle) and CRM (e.g. Sales Force Dotcom)
applications, navigate multiple screens, and enter customer information/orders accurately. - Experience supporting users from US, Canada, or ANZ is preferred.
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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.