Company: Resmed
Experience: Minimum of 2 years of related experience.
Qualification: Bachelor’s degree. Technical degree will be an added advantage.
Skills:
- Basic experience in technology and technical support required.
- Experience supporting an enterprise application with customer-facing experience if highly desirable.
- Proficient in complex troubleshooting, problem solving, and root cause analysis.
- Experience with Microsoft Word, Excel, PowerPoint, Visio. Experience in Salesforce, Zendesk, JIRA is desirable.
- Good communication skills
- Follows standard practices and procedures and applies basic theories, concepts, principles and methodologies in analyzing situations or data.
- Ability to coordinate and oversee critical customer issues and deliver resolutions punctually.
- Work remotely with limited supervision.
Key Responsibilities:
- Manage customer support requests daily.
- Respond, resolve, escalate tickets in accordance with our SLA standards.
- Maintain business relationships with your assigned accounts. Take a proactive approach to supporting your portfolio by anticipating potential issues and constantly communicating with your customers. Don’t just close tickets.
- 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.
Application Process
){kind=link}
0 Comments