Join ResMed's Customer Support team! Provide exceptional service, process orders & offer first-line therapy support for life-changing medical devices. 1+ year exp preferred. Apply now.
Be the Voice of Better Sleep: Support Patients on Their Therapy Journey
At ResMed, we are pioneers in cloud-connected medical devices that transform care for people with sleep apnea, COPD, and other chronic conditions. Our mission goes beyond providing equipment; we partner with patients for life, supporting their journey to better health.
We are seeking empathetic and dedicated Customer Support Specialists to join our team. In this vital role, you will be the first point of contact for patients, caregivers, and healthcare providers. You will provide exceptional service, process orders for critical therapy supplies, and offer first-line technical and clinical assistance—all while identifying opportunities to enhance the customer experience. Your work directly impacts patient adherence and quality of life, making this more than just a support role; it's a role with purpose.
Your Mission: Deliver Exceptional End-to-End Customer Care
You will manage the complete customer interaction lifecycle, from initial inquiry to ongoing support. Your ability to communicate clearly, resolve issues efficiently, and build positive relationships is key to our success and our customers' well-being.
Key Responsibilities
1. Customer Engagement & Order Management
- Communicate with customers daily via phone, email, and chat to support their therapy, check adherence, and process orders for medical equipment and supplies.
- Create and maintain accurate client account records, ensuring data integrity in all systems.
- Handle customer inquiries related to products, services, warranties, and general complaints with professionalism and empathy.
2. First-Line Technical & Clinical Support
- Provide first-level technical troubleshooting and clinical guidance for ResMed therapy devices (e.g., CPAP, masks).
- Document all customer-reported issues and resolutions meticulously in the ticketing system.
- Escalate complex technical, clinical, or complaint issues to the relevant specialized teams (Field Service, Clinical, Complaints) for timely resolution.
3. Sales Support & Cross-Functional Collaboration
- Identify sales opportunities during customer interactions and collaborate with sales teams to meet service and product revenue goals.
- Track deadlines and manage tasks using web-based tools to ensure seamless order fulfillment and follow-up.
- Collaborate with various internal departments (Logistics, Billing, Clinical Affairs) to resolve customer issues holistically.
- Provide relevant metrics and reports to management as required.
Who You Are: The Ideal Candidate
You are a patient, communicative, and process-oriented individual who finds fulfillment in helping others. You are comfortable following established procedures while bringing a positive, solution-focused attitude to every interaction.
Your Required Foundation:
- Completion of relevant vocational training or equivalent hands-on experience in a customer-facing role.
- Excellent verbal and written communication skills.
- Strong administrative and organizational abilities with great attention to detail.
- Ability to follow procedures, manage tasks in digital systems, and work effectively in a team.
- A genuine passion for providing outstanding customer service.
What Will Make You Stand Out (Preferred):
- Minimum of 1 year of related experience in a customer support, contact center, or healthcare administration role.
- Broad knowledge to handle day-to-day situations independently, requiring instruction only on new assignments.
- Experience in the medical device, durable medical equipment (DME), or healthcare industry.
- Familiarity with CRM or ticketing systems (e.g., Salesforce, Zendesk).
Why Build Your Career in Customer Support at ResMed?
1. Meaningful Impact
- Directly support patients relying on your help to continue their life-changing therapy.
- Be part of a global leader in digital health, where your role is critical to patient success and retention.
2. Skill Development & Career Growth
- Receive comprehensive training in ResMed products, clinical fundamentals, and superior service techniques.
- Develop highly transferable skills in communication, problem-solving, and healthcare technology.
- Clear pathways for advancement into Senior Specialist, Team Lead, Training, or other commercial roles.
3. Supportive & Inclusive Culture
- Join a diverse team that thrives on innovative ideas and a shared commitment to improving lives.
- Work in a challenging, supportive, and inspiring environment that helps you meet and create new career goals.
- We are committed to responding to every applicant.
Ready to Support Healthier Lives, One Conversation at a Time?
If you are looking for a rewarding career where your customer service skills make a real difference, we want to hear from you.
Apply now to become a trusted guide on our customers' journey to better health.