Technical Customer Service Representative

About the Role

Responsibilities

• ● Take 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.
• ● Provide training and assistance for team members on ResMed's product and software.
• ● Ensure process alignment within the team and internal stakeholders.
• ● Effectively handle escalations and assist other team members to ensure efficient resolution to customer requests through collaboration and effective teamwork.
• ● Provide process improvement suggestions, create/ update training documents and email templates.
• ● Work to support continuous improvement projects, system testing and special projects as needed.
• ● 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.
• ● Deliver exceptional customer experience and foster strong customer relationships.
• ● Respond to and resolve all customer issues in a timely manner including the escalation of issues as they arise.
• ● 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 ticketing system, including the nature of the support inquiry and the resolution recommended.
• ● Meet contact center QA standards and metrics.
• ● Participate in an "on-call" rotation with other team members supporting customer issues during off hours including nights and weekends.
• ● Adhere to a pre-defined schedule (Workforce Management)
• ● Perform other duties as assigned

Requirements

• ● Diploma or degree holder in any discipline
• ● Minimum 10 years' experience in a high-volume customer service/call center managing calls and emails
• ● At least 5 years on Technical Support or Software Support phone support experience
• ● Experience supporting Windows OS
• ● Experience troubleshooting medical devices
• ● Strong understanding of desktop/laptop hardware
• ● Experience conducting training, preparing training document, presentation, process flow and email templates
• ● Must be able to handle escalations, ad-hoc tasks and demonstrate exceptional problem solving and organizational skills
• ● Must demonstrate strong written and oral communication skills in English
• ● Must be able to work in enterprise level ERP (e.g. Oracle) and CRM (e.g. Sales Force Dotcom) applications, navigate multiple screens, and enter customer information/orders accurately
• ● Demonstrates a strong customer orientation with the ability to effectively interact and maintain professionalism with customers at all levels via phone and email
• ● Excellent problem-solving ability and strong attention to detail
• ● Ability to define problems, collect data, establish facts, and draw valid conclusions
• ● Ability to work both effectively independently and harmoniously with a team
• ● Ability to build relationships and work well across functions, & in a collaborative team environment, sharing workload and responsibilities
• ● Demonstrates the capacity to manage changing priorities and ambiguity while remaining calm and controlled
• ● Demonstrates poise and composure under pressure, communicates a "can do" attitude and positive outlook
• ● Willing to pitch in and do more than is required, puts initiative, resourcefulness and curiosity
• ● Preferred: Experience supporting process improvement projects and UAT testing on ERP/CRM systems