Customer Support Specialist

ResMed Inc; Peachtree Corners (GA); On-site; USD 36,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

HSA

401(k)

Employee stock purchase plan

Job summary

ResMed Inc in Peachtree Corners, GA is seeking a Customer Support Specialist to diagnose and resolve customer questions about the Brightree application and its extended services. You will provide consultative responses, troubleshoot issues via phone and electronic channels, and document cases following standard procedures.

Ideal candidates have software support experience, strong technical aptitude, and the ability to work in a fast-paced, remote-enabled healthcare environment.

Qualifications

• Prior experience providing software support to external customers.
• Technical aptitude and troubleshooting skills to tackle problems logically.
• Experience working in a remote workforce.
• Bachelor’s degree in a relevant field or equivalent experience preferred.

Responsibilities

• Answer questions regarding the Brightree application and its extended services in a friendly, effective manner.
• Diagnose and resolve customer questions or problems over phone and electronic communication.
• Track and document inbound support requests and ensure proper notation of customer issues.
• Escalate cases as needed and work with senior CSRs to ensure timely resolution.

Skills

Software support

Technical troubleshooting

Customer service

Remote work experience

Microsoft Office

Salesforce

Education

Bachelor’s degree (finance, business, healthcare, technology)

Tools

Brightree software

Salesforce

Job description

The Customer Support Specialist is responsible for identifying the customer issue and providing a solution to resolve the case. The Representative’s primary objective is to provide consultative responses to the many types of technical and non-technical questions raised by our customers and maintain a high level of customer satisfaction.Key accountabilities and decision ownership:Answer questions regarding the Brightree application and its extended services in a friendly, effective, and efficient manner.Diagnose and resolve customer questions or problems over the telephone and through electronic communication in the areas of system configuration/setup, product functionality.Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions.Track and document inbound support requests and ensure proper notation of customer problems and issues.Work closely with customers to ensure we are providing solutions that meet their needs.Stay abreast of current technology in products and new product offerings.Identify release issues.Work with senior CSRs/mentors to escalate cases as needed.Ensure all cases are documented according to standard operating procedures.Skills, experience, technical/professional qualifications:Prior experience providing software support to external customers.Technical aptitude and troubleshooting skills to tackle a problem using a logical, systematic sequential approach.Proven ability to resolve issues in a timely manner.Experience working in a remote workforce.Quick learner, self-directed and motivated.Dedication and commitment level to the tasks at hand.Proven ability to work in a fast-paced, collaborative environment with the ability to own areas of the product with minimal supervision.Brightree software application experience preferred.Experience in HME, Home health or healthcare industry preferred.Bachelor’s degree in finance, business, healthcare, technology, or a relevant field preferred; equivalent combination of education and experience will be considered.Proficient in Microsoft products (Outlook, Word, Excel)Experience with Salesforce is a plusWe 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: $ 26.08- 40.29 USD HourlyFor r emote 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.