Customer Support Associate I

ResMed Inc; BLOOMINGTON (MN); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Comprehensive medical insurance

Vision insurance

Dental insurance

Life insurance

AD&D insurance

Short-term disability insurance

Long-term disability insurance

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Commuter benefits

401(k)

Employee Stock Purchase Plan (ESPP)

Employee Assistance Program (EAP)

Tuition assistance

Job summary

ResMed Inc., through its MatrixCare subsidiary, seeks a Customer Support Associate I in Bloomington, MN. The role provides specialized product and industry training and focuses on customer-focused problem solving using our clinical software platform.

Key responsibilities include handling phone and email support, logging cases in Salesforce, and performing troubleshooting to identify root causes. Eligible associates participate in after-hours on-call rotations and benefit from a comprehensive

Qualifications

• Bachelor’s degree or relevant workforce experience.
• 1–2 years of experience in technical support.
• Salesforce experience.
• Experience with POS or accounting applications is a plus.
• Previous experience working remotely or in a distributed team environment.

Responsibilities

• Provide effective phone and email software support to customers.
• Log customer cases in Salesforce Service Console.
• Perform basic and advanced troubleshooting to identify root causes.
• Use internal resources to resolve issues promptly.
• Contribute to knowledge base maintenance.
• Escalate calls to higher-level analysts per processes.
• Participate in after-hours on-call rotation.

Skills

Customer service

Analytical skills

Problem solving

Verbal and written communication

Team collaboration

Attention to detail

Technical aptitude

Remote work experience

Education

Bachelor’s degree or equivalent work experience

Tools

Salesforce

Job description

## Customer Support Associate IApplylocations: Bloomington, MN USAtime type: Full timeposted on: Posted Todayjob requisition id: JR\_051214The Customer Support Associate I role is a full-time position in the Customer Support Department. In this role, you will receive specialized product and industry training specific to the product you will support. A successful Customer Support Associate I is a motivated individual who is customer-focused and uses their analytical skills to find the root cause of an issue. If you are passionate about your performance and innovation in a healthcare technology company, then MatrixCare is the place for you!**Essential Duties and Responsibilities:** • Provide effective phone and email software support to customers reporting problems or requiring on-the-spot coaching with the MatrixCare products • Utilize the Salesforce Service Console to log customer cases • Perform basic and advanced troubleshooting to identify/verify the 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-hours on-call rotation**Required Knowledge, Skills, and Abilities:*** Excellent customer service and interpersonal skills* Effective problem-solving, analytical, and prioritization abilities.* Excellent verbal and written communication skills* Technical aptitude with a willingness and ability to learn new technologies and applications* Ability to work collaboratively and effectively in a team environment* Strong attention to detail and being able to document issues* Resolving customer situations with professionalism and urgency.**Education and Experience:*** Bachelor’s degree or relevant workforce experience* One to two years of experience in technical support* Salesforce experience* Experience with Point of Sale or accounting applications a plus* Previous experience working remotely or in a distributed team environmentWe 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.Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.Subject to the absolute discretion of the company, this role may be eligible to receive stock equity based on company, business unit, and/or individual performance.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 range for this position is: 21.95 - 29.10 USD HourlyJoining 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 UsMatrixCare is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD). Visit www.matrixcare.com to learn more.As a global leader in health technology, ResMed has developed transformative cloud-connected medical devices and solutions for people with sleep apnea, COPD, and other chronic diseases. Today the company is applying this digital health expertise more broadly through the SaaS business, offering comprehensive software platforms that support healthcare providers in settings outside of the hospital. With this full suite of cloud-based EHR and business management systems supporting all aspects of care delivery for both home- and facility-based organizations, ResMed SaaS is changing the way care is delivered.ResMed Corporation is an equal opportunity employer and provides equal opportunity in employment for all qualified persons, without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.(US/Canada only) ResMed is an equal opportunity/affirmative action employer. ResMed is an E-Verify Employer. ResMed is a smoke-free workplace.