India onlyThe Technical Support Engineer role provides 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.
Requirements
- Provide post Design support and repair of ResMed products
- Investigate device failures, upgrading the systems, product maintenance & testing
- Provide Technical support to ResMed customers
- Work in 24/7 rotational shifts
- Provide insights regarding Somnoware's platform and feature set to the product and engineering teams
- Maintain customer service and responsiveness standards in accordance with our SLAs
- Effectively document and communicate customer deployment issues to product and engineering teams
- Participate in the planning process of enhancements and new features with our Product team
- Work closely with Customer Success Team to ensure pending issues are resolved at certain customer locations prior to Go-live
- Track and maintain all client communications and ticket documentation
- Provide best-in-class customer service, technical troubleshooting, and problem resolution to customer queries over phone/email/chat
- Provide technical assistance to users of software products through problem identification and resolution
- Prioritizing support tickets, responding to inquiries in a timely manner, and collaborating with other departments to identify solutions
- Manage customer support requests daily
- Respond, resolve, escalate tickets in accordance with our SLA standards
- Maintain business relationships with your assigned accounts
- Conduct calls with customers to assess reported issues and troubleshoot
- Create new customer entities, databases, and provision user accounts
- Collaborate with the Marketing team on developing training guides for end users
- Escalate technical issues as needed to facilitate rapid resolution
- Identify gaps and communicate customer requirements to the product team
- Contribute to knowledge base by identifying solutions and documenting them for future use
United States
Germany only