Customer Support Engineer ( Night Shift )

Job Posting Title: Customer Support Engineer ( Night Shift )

About ResMed  

ResMed has pioneered some path-breaking solutions to improve people’s lives and our mission is to change 250 million lives in 2025. This culture of innovation is now being brought to ‘out-of-hospital’ care settings under ResMed’s SaaS division. The focus of the products and technologies is to complete the care continuum outside the hospital, enable seamless transitions for people as they move between different care settings, and empower caregivers with actionable data and insights that can transform the way care is delivered.  

The vision is to continuously push the boundaries of innovation, improve patient outcomes, and put the patients and caregivers at the center of every innovation that we pursue.  

Let’s talk about the Team  

ResMed is setting up a Centre of Excellence (CoE) in Bangalore. This person would be an integral part of the CoE team and is expected to work in close tandem with the team members of the Customer Support/Customer Experience Team of MatrixCare in the USA. This individual must be a self-starter and should be passionate about wanting to play a key role in ensuring the success of our customers.  

Let’s talk about Responsibilities 

• Provide effective phone and email software support to customers reporting problems or requiring on the spot coaching with our software solutions 

• Utilize the Salesforce Service Console to log and document customer cases 

• Perform basic and advanced troubleshooting to identify/verify underlying cause of customer reported problems 

• Utilize internal resources to assist in the prompt resolution of application and technical issues 

• Contribute to the maintenance and improvement of the knowledge base 

• Escalate calls to higher level analysts according to defined support processes 

• Contribute to the monthly team goals 

• Remote work indefinitely due to office closures 

Let’s talk about Qualifications, Skills and Experience 

• Bachelor’s degree 

• Excellent customer service skills 

• Strong technical skills 

• Effective critical thinking and problem-solving abilities 

• Excellent verbal and written communication skills 

• Strong listening skills with the ability to empathize 

• Thrive in a collaborative environment 

• Knowledge of US healthcare industry or Electronic Health Records preferred 

• Point of Sale Experience is a plus 

• Self-starter