About ResMed:

ResMed is on a mission to change 250 million lives by 2025 through groundbreaking solutions. This culture of innovation now extends to ‘out-of-hospital’ care settings under ResMed’s SaaS division. ResMed is focusing on completing the care continuum outside the hospital, facilitating seamless transitions between different care settings, and empowering caregivers with actionable data and insights that can revolutionize care delivery. ResMed has vision to continually push the boundaries of innovation, improve patient outcomes, and prioritize patients and caregivers in every innovation they pursue.

Let’s Dive into the Team:

ResMed is establishing a Centre of Excellence (CoE) in Bangalore. This role is pivotal within the CoE team and involves close collaboration with the Customer Support/Customer Experience Team of MatrixCare in the USA. ResMed are looking for a self-starter who is passionate about playing a key role in ensuring our customers’ success.

Job Summary:

The Customer Support Specialist, reporting to the Support Manager, is a full-time position in the Customer Service Department. You’ll receive specialized product and industry training specific to the product you will support. A successful Support Analyst LI is a motivated, customer-focused individual with strong analytical skills, capable of identifying the root cause of issues with acute attention to detail.

Responsibilities:

• Provide effective phone and email software support to clients reporting problems or requiring real-time coaching with our products.

• Use the Salesforce Service Console to log customer cases.

• Perform basic and advanced troubleshooting to identify and verify the underlying cause of customer-reported problems.

• Leverage internal resources for prompt issue resolution.

• Contribute to the maintenance and enhancement of the knowledge base.

• Escalate calls to higher-level analysts following defined support processes.

• Contribute to monthly team goals.

• Participate in after-hours on-call rotation.

Qualifications, Skills, and Experience:

• Bachelor’s degree or equivalent experience.

• Excellent customer service skills in a technical environment.

• Strong problem-solving and prioritization abilities.

• Exceptional verbal and written communication skills.

• Experience with Electronic Health Records is preferred.

• Knowledge of the post-acute healthcare industry is a plus.

Joining ResMed means more than just a career; it’s an opportunity to contribute to a healthier world. ResMed offers a challenging, supportive, and inspiring workplace culture that encourages diversity and individual expression. If you’re seeking a workplace that fosters excellence and welcomes innovation, apply now to be a part of our team!

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