LET’S TALK ABOUT THE TEAM

The Technical Care team offers comprehensive support to Home Medical Equipment (HME) providers across our diverse range of hardware and software products. We assist our customers in their efforts to support patients, enhancing their quality of sleep and the overall quality of life for those utilizing our sleep therapy devices. Our team is known for its high level of collaboration and fosters an environment of continuous growth and development for each team member’s knowledge and skills.

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.

• 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
• Participation in rotating on-call schedule may be required
• Adhere to company policies and procedures regarding customer service, and problem escalation
• Adherence to a pre-defined schedule (Workforce Management)
• Limited deviations from established process and procedures; may work autonomously with check-ins from leadership
• Agents may at times need to provide remote or on-site hardware/software installations of ResMed products