Associate Application Support Engineer

ResMed

4d•Remote

About The Position

The primary role of the Application Support Team is to provide technical & engineering support to clinicians, external Biomedical IT support staff & internal teams. Key deliverables include taking ownership of customer queries related to the Somnoware Platform, research solutions and promptly respond whilst maintaining the highest levels in quality of customer support. Provide post-sales support for Somnoware within hospital systems and integrations of supported diagnostic sleep software systems, investigate software errors or failures internally with engineering, upgrading the platform when required, product maintenance & testing. The primary objective of the Application Support specialization within the Technical Support (CS) Job Family is to provide highly visible customer support ranging from remote off-site installation, as well as checking on customer incidents providing technical guidance and necessary diagnoses, troubleshooting, and repair/upgrade of the Somnoware application as needed. Responsible for installation and approval of operational quality of Somnoware at customer sites. Performs work in a specialized area of healthcare IT support that involves understanding workflow related to patient care for Clinicians/Physicians working with patients with OSA or COPD Expected to perform independently and eventually become an SME on the Somnoware Platform as well as Sleep Diagnostic software systems Document and maintain accurate records of client interactions and solutions provided Identify opportunities for process improvements and innovative solutions for common problems Create user guides/ internal documentation for customers as well as internal teams Occasionally will be involved with formal training for junior staff.

Requirements

Minimum of 3-5 years prior experience in support, customer success, or training is required.
Proficient in complex troubleshooting, problem solving, and root cause analysis.
Experience with Microsoft Word, Excel, PowerPoint, Visio.
Knowledge and experience with healthcare information systems.
Ability to coordinate and oversee critical customer issues and deliver resolutions punctually.
Work remotely with limited supervision.
Excellent interpersonal and teamwork skills.

Nice To Haves

Associate or Bachelors degree in CIS, MIS, IT or similar technical related major.
Experience supporting an enterprise application with customer facing experience is highly desirable.
Passionate about helping people and patient care
Attention to detail and quality in terms of support provided
Previous knowledge and experience providing support to government agencies is preferred.
Experience in Salesforce, Zendesk, JIRA is desirable.

Responsibilities

taking ownership of customer queries related to the Somnoware Platform
research solutions and promptly respond whilst maintaining the highest levels in quality of customer support
Provide post-sales support for Somnoware within hospital systems and integrations of supported diagnostic sleep software systems
investigate software errors or failures internally with engineering
upgrading the platform when required
product maintenance & testing
provide highly visible customer support ranging from remote off-site installation
checking on customer incidents providing technical guidance and necessary diagnoses, troubleshooting, and repair/upgrade of the Somnoware application as needed
Responsible for installation and approval of operational quality of Somnoware at customer sites
understanding workflow related to patient care for Clinicians/Physicians working with patients with OSA or COPD
Expected to perform independently and eventually become an SME on the Somnoware Platform as well as Sleep Diagnostic software systems
Document and maintain accurate records of client interactions and solutions provided
Identify opportunities for process improvements and innovative solutions for common problems
Create user guides/ internal documentation for customers as well as internal teams
Occasionally will be involved with formal training for junior staff

Benefits

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)
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.