ResMed
Healthcare
TechnicalSupportEngineer,Tier2
“Technical Support Engineer, Tier 2 at ResMed. Skills: Technical Support, SQL, Customer Support. Provide technical support. Provide engineering support”
What You'll Achieve.
Maintaining the highest level in quality; Help users avoid recurrence of cases
Industry & Context.
Investigate and trouble-shoot software issues; Find workarounds to those issues; Analytical capabilities; Data analysis techniques
What They're Looking For.
Must Have
2+ years of work experience, Ability to learn complex business software, Master best practice use of the software, Excellent attention to detail, Ability to investigate and trouble-shoot software issues, Find workarounds to issues, Technical skills, Ability to understand complex SQL syntax, Analytical capabilities, Data analysis techniques, Common database query skills, Commitment to quality, Ability to work closely with software engineers, Ability to communicate effectively with software engineers, Ability to work closely with product managers, Ability to communicate effectively with product managers, Interpersonal skills, Communication skills, Proficient in the Windows operating system, Ability to manage multiple concurrent priorities, Meeting deadlines, 2+ years of SQL experience, Basic understanding of the DME industry, Basic understanding of medical billing, Call center experience, Customer Support
Nice to Have
Healthcare software environment, Experience working in a SaaS model, SQL Server, Brightree software experience
What You'll Do.
Provide technical support
Provide engineering support
Take ownership of customer queries
Provide post-design support
Provide repair of products
Investigate device failures
Perform product maintenance
Perform product testing
Triage escalated customer cases
Prioritize escalated customer cases
Communicate with customers
Define software cases
Use SQL server database queries
Gather detailed information
Implement data scripts
Communicate case resolutions
Provide best practice direction
Document software defects
How You'll Work.
Team & Collaboration
Support agents; Internal teams; Work closely with software engineers; Communicate effectively with software engineers; Work closely with product managers; Communicate effectively with product managers
Communication Scope
Communicate with customers; Communicate case resolutions; Interpersonal skills; Communication skills
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