Customer Support Specialist

RXinsider LTD.; United States; Remote; USD 36,000 - 56,000; Full time

Benefits offered by this job

Comprehensive benefits

Paid time off

Health, vision, dental

Life and disability cover

401(k)

ESPP

EAP

Tuition assistance

HSA/FSA

Paid holidays

Job summary

ResMed is seeking a Customer Support Specialist to identify customer issues and provide consultative solutions for technical and non-technical questions. The role emphasizes delivering high customer satisfaction, troubleshooting remote product questions, and documenting issues according to SOPs.

You will work with senior CSRs/mentors to escalate cases when needed and stay abreast of new product offerings, with responsibilities spanning configuration, product functionality, and service extensions.

Qualifications

• Experience providing software support to external customers.
• Strong technical aptitude and systematic troubleshooting approach.
• Proven ability to resolve issues promptly.
• Experience working in a remote workforce.
• Quick learner, self-directed and motivated.

Responsibilities

• Answer questions about the Brightree application and services in a friendly, efficient manner.
• Diagnose and resolve customer questions over phone and electronic channels.
• Troubleshoot issues not covered by standard documentation.
• Document inbound support requests and notation of customer problems.
• Collaborate with customers to ensure solutions meet needs.
• Stay updated on product technology and offerings.
• Identify release issues and escalate as needed with mentors.
• Ensure all cases follow standard operating procedures.

Skills

Software support experience

Technical troubleshooting

Remote work experience

Quick learner

Self-directed

Fast-paced environment

Brightree experience

Healthcare industry

MS Office

Salesforce (plus)

Education

Bachelor’s degree in a relevant field

Tools

Brightree

Salesforce

MS Office

Outlook

Excel

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 plus

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 delivery competitive salaries to our team members.

• Employees scheduled to work 30 or more hours per week are eligible for benefits.
• comprehensive medical
• vision
• dental
• 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)
• tuition assistance
• Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment
• receive 11 paid holidays plus 3 floating days
• 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 Hourly

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. We commit to respond to every applicant.