Technical Customer Service Representative
Core
Provide technical and engineering support for ResMed products, including device repair, system upgrades, and troubleshooting failures.
Role type
Senior Technical Customer Service Representative (SME)
Builds
ResMed medical devices and software solutions
Domain
Medical Technology / Healthcare
Deliverable
client delivery
Required skills
Windows OS support, medical device troubleshooting, desktop/laptop hardware knowledge, training delivery, process documentation, escalation management, enterprise ERP/CRM navigation
Preferred skills
Process improvement project experience, UAT testing on ERP/CRM systems, experience supporting international users
Technologies
Windows OS, Oracle, Salesforce Dotcom
Responsibilities
Investigate device failures and perform repairs, provide training and knowledge expertise to the team, handle escalations and resolve customer issues, document technical inquiries in ticketing systems, participate in on-call rotations for off-hours support
Seniority
Senior, hands-on IC with SME responsibilities