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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, researching solutions and promptly responding while maintaining the highest level in quality. Provide post-design support and repair of ResMed products, investigate device failures, upgrading the systems, product maintenance & testing.
Let’s talk about Responsibilities
Triage and prioritize escalated customer cases from the Customer Support team
Communicate with customers to precisely define software cases
Use SQL server database queries and scripts to gather detailed information on customer support cases
Identify and provide workarounds for customer cases whenever possible
Design, test and implement data scripts
Communicate case resolutions to customers