ROLE - Customer Support Specialist

Experience - 4 years to 8 years

Salary - As per the standards

Location - Bangalore

About ResMed :

ResMed has pioneered some path-breaking solutions to improve peoples 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 ResMeds SaaS division. The focus of the products and technologies is t provides software solutions for long-term care and senior living providers. Our software helps manage electronic health records, care coordination, medication management, billing, and compliance for facilities that care for seniors and individuals in long-term care settings.

Letstalk about the Team :

ResMed is setting up a Centre of Excellence 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. The Individual would be focused on assisting the company's clients (healthcare facilities and organizations) in effectively using the software products and resolving any issues or questions they may have.

Job Summary :

The Customer Support Specialist is a full-time position reporting to the Support Manager and is part of the Customer Service Department. You will receive specialized product and industry training specific to the product you will support. A successful Support Analyst LI is a motivated individual who is customer-focused and uses their analytical skills to find the root cause of an issue with a keen eye for details.

Lets talk about Responsibilities :

- Provide effective phone and email software support to clients reporting problems or requiring on the-spot coaching with our products

- Utilize the Salesforce Service Console to log customer cases

- Perform basic and advanced troubleshooting to identify/verify the 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

- Participate in after hour on-call rotation

Lets talk about Qualifications, Skills and Experience :

- Bachelors degree or equivalent experience

- Excellent customer service skills in a technical environment

- Good problem-solving and prioritization abilities

- Excellent verbal and written communication skills

- Electronic Health Record experience is preferred

- Knowledge of the post-acute healthcare industry is preferred

Joining us is more than saying yes to making the world a healthier place. Its discovering a career thats 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 thriving on the innovative ideas this generates. If this sounds like the workplace for you, apply now

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