Technical Support Specialist

The primary role of Technical Support Specialist is to provide technical support to customers experiencing problems with software and data discrepancies. Key deliverables include; following SLA, working with different teams, diagnosis and fixing software related issues, partnering with customers to fulfill needs, documenting procedures and resolutions.

Let’s talk about Responsibilities

• Triage and prioritize escalated customer cases from the Customer Support team
• Communicate with customers to precisely define software cases
• Use SQL database queries and scripts to gather detailed information on customer support cases
• Identify and provide workarounds for customer cases whenever possible
• Involved in identifying billing system glitch and provide permanent solutions.
• Involve in major software testing including unit testing, functional testing and regression test
• Design, test and implement simple data scripts
• Debugging stored procedures, functions, views, indexes, triggers, etc.
• Communicate case resolutions to customers
• Providing the on-call production support to client/Business to meet the requirements for Patient Care reports
• Provide best practice direction on software use to help users avoid recurrence of cases
• Document software defects using defect tracking system and report defects to software engineers
• Provide the major production support and satisfactory resolution to user

Let’s talk about Qualifications and Experience
 

• 4 year degree or equivalent work experience
• 2+ years of relational database experience
• Must demonstrate an ability to learn complex business software and master best practice use of the software
• Must have excellent attention to detail and the understanding of how to investigate and trouble-shoot software issues and find workarounds to those issues
• Must have strong technical skills, including an ability to understand basic SQL syntax for investigating software issues and making changes to data
• Strong analytical capabilities, data analysis techniques and common database query skills
• Basic understanding of AI prompts
• Background in SQL Queries, including updates/deletes
• Strong commitment to quality and ability to work closely and communicate effectively with software engineers and product managers
• Strong interpersonal and communication skills
• Experience working in a SaaS model a plus
• Proficient in the Windows operating system
• Ability to manage multiple concurrent priorities and meeting deadlines

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits.

This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance.

Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.

Base Pay Range for this position:

$62,000.00 -  $94,000.00 

For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.

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.