Technical Support Specialist

Technical Support SpecialistThe primary role of Technical Support Specialist is to provide technical support to customers experiencing problems with software and data discrepancies. Key deliverables include following SLA, working with different teams, diagnosis and fixing software related issues, partnering with customers to fulfill needs, documenting procedures and resolutions.ResponsibilitiesTriage and prioritize escalated customer cases from the Customer Support teamCommunicate with customers to precisely define software casesUse SQL database queries and scripts to gather detailed information on customer support casesIdentify and provide workarounds for customer cases whenever possibleInvolved in identifying billing system glitch and provide permanent solutions.Involve in major software testing including unit testing, functional testing and regression testDesign, test and implement simple data scriptsDebugging stored procedures, functions, views, indexes, triggers, etc.Communicate case resolutions to customersProviding the on-call production support to client/Business to meet the requirements for Patient Care reportsProvide best practice direction on software use to help users avoid recurrence of casesDocument software defects using defect tracking system and report defects to software engineersProvide the major production support and satisfactory resolution to userQualifications and Experience4 year degree or equivalent work experience2+ years of relational database experienceMust demonstrate an ability to learn complex business software and master best practice use of the softwareMust have excellent attention to detail and the understanding of how to investigate and trouble-shoot software issues and find workarounds to those issuesMust have strong technical skills, including an ability to understand basic SQL syntax for investigating software issues and making changes to dataStrong analytical capabilities, data analysis techniques and common database query skillsBasic understanding of AI promptsBackground in SQL Queries, including updates/deletesStrong commitment to quality and ability to work closely and communicate effectively with software engineers and product managersStrong interpersonal and communication skillsExperience working in a SaaS model a plusProficient in the Windows operating systemAbility to manage multiple concurrent priorities and meeting deadlinesWe are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world's best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits.This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance.Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.Individual pay decisions are based on a variety of factors, such as the candidate's geographic work location, relevant qualifications, work experience, and skills.Base Pay Range for this position:$62,000.00 - $78,000.00For remote positions located outside of the US, pay will be determined based the candidate's geographic work location, relevant qualifications, work experience, and skills.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! We commit to respond to every applicant.