Customer Support Associate

ResMed Inc; BLOOMINGTON (MN); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare technology company seeks a Customer Support Associate to deliver software support for its clinical products. This entry-level role involves troubleshooting customer issues, managing interactions through CRM systems, and contributing to team goals, while providing growth opportunities through specialized training.

Benefits

Comprehensive medical, vision, and dental insurance

401(k) with company match

Paid Time Off (PTO) and paid holidays

Tuition assistance

Flexible work arrangements

Qualifications

• Bachelor’s degree required.
• 2+ years of experience in healthcare industry.
• Strong understanding of healthcare workflows and regulatory requirements.

Responsibilities

• Provide effective phone and email software support to customers.
• Perform basic and advanced troubleshooting.
• Contribute to maintenance and improvement of the knowledge base.

Skills

Customer service

Problem-solving

Prioritization

Communication

Education

Bachelor’s degree

Tools

Salesforce Service Console

CRM systems

Job description

Customer Support Associate page is loaded

Customer Support Associate

Apply locations Bloomington, MN USA Bloomington, MN time type Full time posted on Posted 2 Days Ago job requisition id JR_042352

ResMed has always applied the best of technology to improve people's lives. Now our SaaS technology is fueling a new era in the healthcare industry, with dynamic systems that change the way people receive care in settings outside of the hospital–and tools that work every day to help people stay well, longer. We have one of the largest actionable datasets in the industry, creating a complete view of people as they move between care settings. This is how we empower providers–with vital insight to deliver the care people need, right when they need it.

We're also ensuring that our health solutions connect to other companies' networks. Because when objectives align, everyone wins. And as we work today to drive better care and lower costs, we're developing more personalized solutions for tomorrow, utilizing machine learning, intelligent care paths, and predictive protocols. If you are an innovator who wants to make an impact we want to talk to you! We have exciting opportunities supporting Brightree by ResMed and MatrixCare by ResMed!

The Software Support Analyst is an entry-level, full-time position reporting to the Customer Support Manager and is part of the Customer Services Department. You will receive specialized product and industry training specific to our clinical customers. A successful Support Analyst is a motivated individual who is customer focused and uses their strong troubleshooting and critical thinking skills to find the root cause of an issue. If you are passionate about your performance and innovation of a healthcare technology company, then MatrixCare is the place for you!

The shift for this role is 9am to 6pm CST.

Let’s talk about Responsibilities

• Provide effective phone and email software support to customers reporting problems or requiring on the spot coaching with the clinical portions of MatrixCare Skilled Nursing and supporting products

• Utilize the Salesforce Service Console to manage customer interactions

• Perform basic and advanced troubleshooting to identify/verify underlying cause of customer reported problems

• Utilize internal resources to assist in the prompt resolution of application and technical issues

• Contribute to the maintenance and improvement of the knowledge base

• Escalate calls to higher level analysts according to defined support processes

• Contribute to the monthly team goals

• Participate in after hour on call rotation

• Remote work indefinitely due to COVID-19 with long term flexible remote work opportunities

Let’s talk about Qualifications and Experience

• Bachelor’s degree

• 2+ years of experience in healthcare industry.

• Strong understanding of healthcare workflows and regulatory requirements

• Experience in technical field such as software systems

• Familiarity with CRM systems and ticketing tools.

• Excellent customer service skills

• Good problem-solving and prioritization abilities

• Excellent verbal and written communication skills

• Basic computer skills

• Ability to work in a team environment

• Ability to multi-task

• E.H.R. experience and/or education is preferred

We 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.

At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current base range for this position is: $23.84 - $35.76/hr

For 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.

About Us

Resmed (NYSE:RMD, ASX: RMD) creates life-changing health technologies that people love. We’re relentlessly committed to pioneering innovative technology to empower millions of people in more than 140 countries to live happier, healthier lives. Our AI-powered digital health solutions, cloud-connected devices and intelligent software make home healthcare more personalized, accessible and effective. Ultimately, Resmed envisions a world where every person can achieve their full potential through better sleep and breathing, with care delivered in their own home. Learn more about how we’re redefining sleep health at Resmed.com and follow @Resmed.