Software Support Analyst I
@ Resmed

Hybrid
$55,000
Hybrid
Full Time
Posted 5 days ago

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Job Details

Software Support Analyst I at ResMed

The Customer Support Associate is a full-time position reporting to the Support Manager and is part of the Customer Service Department at ResMed. You will receive specialized product and industry training specific to the product you will support. A successful candidate is customer focused and uses analytical skills to find the root cause of an issue.

Responsibilities

  • Provide effective software support to clients using MatrixCare and related products.
  • Handle incoming and outbound calls and work from the Salesforce helpdesk queue.
  • Troubleshoot and resolve customer issues with both basic and advanced techniques.
  • Utilize internal resources including knowledge bases and user guides.
  • Escalate calls appropriately and participate in testing, webinars, mentoring.
  • Contribute to knowledge base improvements and monthly team goals.
  • Participate in paid after-hours on-call rotation.

Experience and Qualifications

  • Excellent customer service and communication skills.
  • Good problem-solving, prioritization abilities, and basic computer skills.
  • Ability to work collaboratively in a fast-paced environment.
  • Understanding of software support methodologies, preferably in healthcare.
  • 1-2 years of software support experience; Helpdesk experience is a plus.
  • Bachelor’s Degree or equivalent work experience.

Benefits

ResMed offers comprehensive benefits including medical, vision, dental, life insurance, disability, sleep care management, HSA/FSA, commuter benefits, 401(k), ESPP, EAP, tuition assistance, PTO, paid holidays, and caregiver leave. Compensation is based on geographic location, qualifications, and experience, with an estimated base range of $20.00/hr - $33.69/hr.

Key skills/competency

  • Software Support
  • Customer Service
  • Troubleshooting
  • Salesforce
  • Helpdesk
  • Analytical Skills
  • Knowledge Base
  • Technical Resolution
  • Communication
  • Healthcare
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How to Get Hired at Resmed

🎯 Tips for Getting Hired

  • Research ResMed's culture: Understand their mission, values, and news updates.
  • Customize your resume: Highlight support and troubleshooting experience.
  • Emphasize relevant skills: Focus on customer service and technical skills.
  • Prepare for interviews: Review common software support scenarios.

📝 Interview Preparation Advice

Technical Preparation

Review common troubleshooting scenarios.
Familiarize with Salesforce helpdesk tools.
Practice resolution techniques for software issues.
Update technical certifications if available.

Behavioral Questions

Describe a tough customer situation handled.
Explain your teamwork experience in support roles.
Discuss time-management under high-pressure conditions.
Share an example of self-driven problem solving.

Frequently Asked Questions