Customer Support Associate II

MatrixCare; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

MatrixCare is seeking a Customer Support Associate to join their team. This full-time role involves providing customer support for financial modules in their healthcare technology platform. The ideal candidate will possess strong customer service skills, critical thinking abilities, and a bachelor’s degree. This position allows remote work, contributing to a flexible and supportive work environment incuding comprehensive benefits.

Benefits

Holistic benefits

Flexible work arrangements

Tuition assistance

401(k) plan

Stock purchase plans

Qualifications

• Excellent customer service skills required.
• Critical thinking and analytical abilities essential.
• Experience in a call center is preferred.

Responsibilities

• Provide effective email and phone support to customers.
• Use Salesforce to log customer cases and troubleshoot issues.
• Contribute to maintaining the knowledge base and team goals.

Skills

Customer service

Critical thinking

Problem-solving

Verbal communication

Written communication

Empathy

Listening

Computer skills

Collaboration

Education

Bachelor’s degree

Job description

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 outside of hospitals—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 empowers providers with vital insights to deliver the care people need, right when they need it.

We are also ensuring that our health solutions connect to other companies' networks because when objectives align, everyone wins. As we work to drive better care and lower costs today, 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.

Position: Customer Support Associate

This is a full-time position reporting to the Customer Support Manager within the Customer Services Department. You will receive specialized product and industry training specific to our Life Plan Community customers, focusing on the Financial and Admission & Census modules of our application.

A successful Customer Support Associate is motivated, customer-focused, and uses analytical skills to find root causes of issues. If you are passionate about healthcare technology and innovation, MatrixCare is the place for you!

Responsibilities:

1. Provide effective email and phone support to customers reporting problems or needing coaching with the financial portions of MatrixCare and supporting products.
2. Use the Salesforce Service Console to log and document customer cases.
3. Perform troubleshooting to identify and verify the root cause of reported problems.
4. Utilize internal resources to resolve application and technical issues promptly.
5. Contribute to maintaining and improving the knowledge base.
6. Escalate calls to higher-level analysts as per support processes.
7. Contribute to monthly team goals.
8. This position allows for remote work.

Qualifications:

1. Excellent customer service skills.
2. Effective critical thinking and problem-solving abilities.
3. Strong verbal and written communication skills.
4. Empathy and strong listening skills.
5. Proficient computer skills.
6. Ability to thrive in a collaborative environment.
7. Knowledge of the post-acute healthcare industry, especially billing related to Skilled Nursing, Assisted Living, and Independent Living settings.
8. Bachelor’s degree.
9. Call Center experience.

ResMed offers holistic benefits, flexible work arrangements, and a culture that fosters personal and professional growth. Employees working 30+ hours per week are eligible for benefits including medical, vision, dental, life insurance, disability, HSA, FSA, commuter benefits, 401(k), stock purchase plans, EAP, tuition assistance, PTO, holidays, and caregiver leave.

The estimated pay range for this role is $22.61 - $33.91 per hour, based on location, qualifications, experience, and skills. For remote positions outside the US, pay is determined similarly based on location and qualifications.

Joining ResMed means more than a career—it's a chance to make a difference in global health. We value diversity, inclusion, and innovation, encouraging individual expression and new ideas. If this resonates with you, apply now! We commit to responding to every applicant.