Associate Software Support Technician – Bilingual – Digital Nova Scotia – Leading Digital Industry

Associate Software Support Technician – Bilingual

The Operations team partners closely with ResMed’s five business leaders to understand their needs then providing a variety of products and services to help them meet those needs including Customer and Technical Services, Global Quality Assurance and Regulatory Affairs, Supply Chain, manufacturing, logistics and distribution. Focused on enabling new product introduction and operating excellence, our team strives to improve time to market for new products and services, improve efficiencies in our cross-functional processes, and improve our supply chain through digitization and automation to increase value add to our customers.

At ResMed, we work hard to deliver great benefits designed around what’s important to you. ResMed offers competitive wages and supports personal development. We offer $5,250 tuition reimbursement every year with no lifetime cap! Enjoy 14 paid holidays and a generous paid time off program where you can work your way up to 6 weeks per year. Our team members are also eligible for paid parental leave, medical, dental, vision, and disability benefits, the ability to participate in our Employee Stock Purchase Plan, and a generous 401K match.

The values of belonging and inclusion are what drive ResMed’s practice and people globally. By joining us, you will be part of a large community that values all differences and you will have the chance to participate in any inclusion-building programs available. If you would like to learn more about our culture, click here https://careers.resmed.com/we-are-resmed/belonging-inclusion-and-diversity/.

Why ResMed?

ResMed is the industry leader in providing innovative products and services that improve the lives of millions of people worldwide who have respiratory disorders. We take pride in our people: their innovation, their extraordinary passion for what we do and our opportunity to change lives with every breath. Our Operations team is seeking an innovative and passionate Associate Software Support Technician who will help drive the customer experience with ResMed’s digital health technology suite of software solutions and hardware.

Let’s Talk About the Team:

Big ideas and big goals reign at ResMed Halifax. Within this major software development office, you will thrive in an environment filled with self-starters with the drive to make a difference. You will be encouraged within a people-focused culture that motivates and recognizes, so that together, we can produce the best products and results.

Let’s Talk About You:

At ResMed we focus on capability and passion. Reporting into the Technical Care Supervisor, the Associate Software Support Technician will deliver an unparalleled customer experience. You will have exceptional communication skills and proven proficiency in troubleshooting and resolving technical issues that affect users of ResMed’s digital health technology software solutions and hardware.

In this customer-facing position you will be required to manage inbound email and customer support calls. You must be familiar with technology and web-based applications.

To ensure success in the role, you will be able to demonstrate that you are a natural problem solver with a pride and personal interest in what you do. You will be able to demonstrate your passion for learning.

Responsibilities and Accountabilities

  • Respond to incoming customer tickets and calls/emails
  • Solution support for existing clients fulfilling ongoing support needs; gather customer’s information and determine the issue by evaluating and analyzing the symptoms; redirect problems to appropriate support resource
  • Foster strong customer relationships
  • Multi-task, prioritize and organize all calls and emails sent to you and assigned to you.
  • Document all technical inquiries and customer-reported problems in the in the ticketing system, including the nature of the support inquiry and the resolution recommended
  • Participate in rotating on-call schedule
  • Adhere to company policies and procedures regarding customer service, and problem escalation
  • Adherence to a pre-defined schedule (Workforce Management)

Qualifications and Experience

  • Minimum 2 years of experience in a customer support environment
  • Minimum 2 years of experience in a technology environment
  • Bilingual (French/English)
  • Knowledge of customer support best practices, including support case lifecycle
  • Experience and genuine dedication to customer care/support
  • Excellent communication skills
  • Must have strong organizational skills that demonstrate the ability to prioritize upon short notice while maintaining accuracy
  • Detail oriented with excellent analytical and problem solving skills, including the ability to deal with situations where information is difficult to obtain, complex or ambiguous
  • Ability to work effectively with minimal supervision
  • Strong interpersonal skills; collaborative team player with a positive, can-do approach.
  • Proficiency with Microsoft Office applications

Ok, so what next?

Joining ResMed 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. A role where each day you’ll uncover a new reason to love what you do. If this sounds like the workplace for you, apply now!

We thank all applicants, however, only those who are selected for an interview will be contacted.

Please note: Unsolicited resumes from employment agencies or other third parties will not be considered. Applicants must be legally entitled to work in Canada.

Successful candidates must undergo and pass a background check.

#LI-MR1

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!