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Associate Software Support Technician
3 days ago
Associate Software Support Technician page is loaded Associate Software Support Technician Apply locations Brooklin, Sao Paulo, BR time type Full time posted on Posted 2 Days Ago job requisition id JR_033722
Associate Software Support Technician
- ResMed is seeking a Technical Assistance Center Technician to handle a high volume of inbound contacts (calls, email, chat, cases) from internal and external customers and business partners focusing on software support, device support, and general customer education. This position will service as a front line point of contact for newly reported technical concerns.
Let's talk about responsibilities:
- Handle high volume of customer reported technical concerns to ensure first contact resolution by utilizing set department/company policies and procedures
- Maintain adherence to break and lunch scheduled (schedule adherence)
- Meet contact center QA standards and NPS scores focusing on the customer experience and business evaluation
- Identify customers needs and bring an objective and practical solution according to product and/or service procedure
- Meet contact center Metrics focusing on AHT (Average Talk Time, Hold Time, Wrap Time) Break Time, and Case Documentation/Completion Standards as well as contracted company KPIs
- Suggest and implement changes that are needed to move the department in a positive direction.
- Respond to and resolve all customer issues in a timely manner including the escalation of issues as they arise
- Support on-call shift rotations
- Handle the planning, follow-up and measurement of actions of the third party company contracted for customer service
- Raise main requirements and difficulties of the third party company, make suggestions related to strategies applied to the business as well as needs for training according to identified gaps
- Other duties as assigned.
Let's talk about qualifications:
- Tri-lingual (English, Portuguese, Spanish)
- Experience managing cases, email & chat support
- Proficient in Microsoft Office
- Proficient with Network Administration
- Proficient with Microsoft OS Systems
- Proficient with Apple OS Systems
Desirable:
- Minimum of 2 years of Contact Center experience in high volume complex Vendor, or Internal Operations Contact Center
- Minimum of 1 years of experience in Technical Support Operations
- Associates Degree or 3 years of Equivalent Experience
- Bachelor’s Degree in Computer Science
- Medical device industry experience
- Experience with Salesforce, Netsuite or other cloud CRM
- Experience with Oracle
Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now We commit to respond to every applicant.
About UsAt ResMed (NYSE: RMD, ASX: RMD) we pioneer innovative solutions that treat and keep people out of the hospital, empowering them to live healthier, higher-quality lives. Our digital health technologies and cloud-connected medical devices transform care for people with sleep apnea, COPD and other chronic diseases. Our comprehensive out-of-hospital software platforms support the professionals and caregivers who help people stay healthy in the home or care setting of their choice. By enabling better care, we improve quality of life, reduce the impact of chronic disease and lower costs for consumers and healthcare systems in more than 140 countries. To learn more, visit ResMed.com and follow @ResMed.
ResMed Corporation is an equal opportunity employer and provides equal opportunity in employment for all qualified persons, without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
(US/Canada only) ResMed is an equal opportunity/affirmative action employer. ResMed is an E-Verify Employer. ResMed is a smoke-free workplace.
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant
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