Customer Support Engineer ( Night Shift )

<div><div><p><b><span>J</span><span>ob Posting Title:</span></b><span><span><span> </span></span><span>Customer Support Engineer ( Night Shift )</span></span></p></div><div><p><br><b><span>About ResMed </span></b><span> </span></p></div><div><p><span><span>ResMed has pioneered some path-breaking solutions to improve people’s<span> </span></span><span>lives</span><span><span> </span>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 ResMed’s SaaS division. The focus of the products and technologies is to complete the care continuum outside the hospital, enable seamless transitions for people as they move between different care settings, and empower caregivers with actionable data and insights that can transform the way care is delivered. </span></span><span> </span></p></div><div><p><span><span>The vision is to continuously push the boundaries of innovation, improve patient outcomes, and put the patients and caregivers at the center of every innovation that we pursue. </span></span><span> </span></p></div><div><p><br><b><span>Let’s</span><span><span> </span>talk about the Team </span></b><span> </span></p></div><div><p><span><span>ResMed is setting up a Centre of Excellence (</span><span>CoE</span><span>) in<span> </span></span><span>Bangalore</span><span>. This person<span> </span></span><span>would be</span><span><span> </span>an integral part of the<span> </span></span><span>CoE</span><span><span> </span>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. This individual must be a self-starter and should be passionate about wanting to play a key role in ensuring the success of our customers. </span></span><span> </span></p></div><div><p><br><b><span>Let’s</span><span><span> </span>talk about Responsibilities</span></b><span> </span></p></div><div><ul><li><p><span><span>Provide effective phone and email software support to customers reporting problems or requiring on the spot coaching with<span> </span></span><span>our software solutions</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Utilize the Salesforce Service Console to log and document customer cases</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Perform basic and advanced troubleshooting to identify/verify underlying cause of customer reported problems</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Utilize internal resources to<span> </span></span><span>assist</span><span><span> </span>in the prompt resolution of application and technical issues</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Contribute to the maintenance and improvement of the knowledge base</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Escalate calls to higher level analysts according to defined support processes</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Contribute to the monthly team goals</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Remote work indefinitely</span><span><span> </span>due to office closures</span></span><span> </span></p></li></ul></div><div><p><br><b><span>Let’s</span><span><span> </span>talk about Qualifications</span><span>,<span> </span></span><span>Skills</span><span><span> </span>and Experience</span></b><span> </span></p></div><div><ul><li><p><span><span>Bachelor’s degree</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Excellent customer service skills</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Strong technical skills</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Effective critical thinking and problem-solving abilities</span></span><span> </span></p></li></ul></div></div><div><div><ul><li><p><span><span>Excellent verbal and written communication skills</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Strong listening skills with the ability to empathize</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Thrive in a collaborative environment</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Knowledge of<span> </span></span><span>US<span> </span></span><span>healthcare industry</span><span><span> </span>or Electronic Health Records preferred</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Point of Sale Experience is<span> </span></span><span>a plus</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Self-starter</span></span><span> </span></p></li></ul></div></div><p style="text-align:inherit"></p><p style="text-align:left"><span>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!</span> <span>We commit to respond to every applicant.</span></p><p style="text-align:inherit"><span> </span></p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...