Technical Support Engineer, Tier 2 Resupply

Job description

The primary role of Technical Support Engineer, Tier 2 Resupply function is to provide technical & engineering support to customers, support agents & internal teams. Key deliverables include taking ownership of customer queries on ResMed products, research solutions and promptly respond whilst maintaining the highest level in quality. Provide post Design support and repair of ResMed products, investigate device failures, upgrading the systems, product maintenance & testing. The shift for this role is : 8am - 5pm CST. 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 server database queries and scripts to gather detailed information on customer support cases Identify and provide workarounds for customer cases whenever possible Design, test and implement data scripts Communicate case resolutions to customers: 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 Let’s talk about Qualifications and Experience 2+ years of work...