Technical Customer Service Representative

• Provide technical support to ResMed’s internal and external customers and business partners focusing on software support, device support, and general customer education through calls and email cases
• Provide order, returns, complaints, credit, and rental requests processing data entry for requests from customers, by phone, fax, email, and EDI transactions
• Respond to customer inquiries and complaints in a professional manner
• attempt to resolve complaints successfully in accordance with established guidelines
• attempt to troubleshoot customers' problems
• Inform supervision/management of all unresolved complaints
• Document all technical inquiries and customer-reported problems in the ticketing system, including the nature of the support inquiry and the recommended resolution
• Document customer transactions accurately in Oracle
• Ensure pricing approval process is supported and works in compliance with Customer Service policies and procedures
• Meet SLA, contact center QA standards, and other quality metrics
• Participate in an “on-call” rotation with other team members supporting customer issues during off-hours including nights and weekends
• Willing to cover support hours on a rotation basis either from i. 7:30 am – 4:30 pm, ii. 10:30 am – 7:30 pm, or, iii. 11:30 am – 8:30 pm (this may change based on Daylight Saving Time)

• 5 or more years of experience in a high volume customer service/call center managing calls and emails, preferably external customer-facing
• Experience troubleshooting medical devices or Level 1 software applications support
• Strong written and oral communication skills in English
• Experience in using ERP (e.g. Oracle) and CRM (e.g. Sales Force Dotcom) applications, navigate multiple screens, and enter customer information/orders accurately
• Experience supporting users from US, Canada, or ANZ is preferred

Experience supporting users from US, Canada, or ANZ is preferred