Customer Support Specialist

ResMed Inc; United States; Remote; USD 74,729,000 - 115,447,000; Full time

Benefits offered by this job

Medical, Vision, Dental

Life Insurance

Disability Insurance

Health Savings Account (HSA)

Flexible Spending Account (FSA)

401(k)

Employee Assistance Program (EAP)

Tuition assistance

Paid Time Off

Holidays

Job summary

Brightree is hiring a Customer Support Specialist to identify customer issues and provide consultative solutions for the Brightree application and related services. You will diagnose, troubleshoot, and resolve questions regarding configuration, product functionality, and non-standard problems, while documenting cases according to SOPs.

Ideal candidates have prior software support experience, strong troubleshooting skills, and the ability to work effectively in a remote environment.

Qualifications

• Prior experience providing software support to external customers.
• Technical aptitude and troubleshooting skills to tackle problems logically.
• Proven ability to resolve issues in a timely manner.
• Experience working in a remote workforce.
• Fast learner, self-directed and motivated.
• Proven ability to work in a fast-paced, collaborative environment with ownership of product areas.
• Brightree software experience preferred.
• Healthcare industry experience preferred.
• Bachelor’s degree in finance, business, healthcare, technology, or a related field preferred; equivalent combination considered.
• Proficient in Microsoft products (Outlook, Word, Excel); Salesforce is a plus

Responsibilities

• Identify customer issues and provide consultative solutions.
• Answer questions regarding Brightree and extended services via phone and electronic channels.
• Diagnose and resolve questions on system configuration, product functionality.
• Troubleshoot issues not covered by standard solutions.
• Track and document inbound support requests with proper notation.
• Work with customers to ensure solutions meet their needs.
• Stay updated on current technology and product offerings.
• Identify release issues and escalate as needed.
• Document all cases according to SOPs.

Skills

Software support

Troubleshooting

Remote work

Fast learner

Self-motivated

Collaboration

Product knowledge

Education

Bachelor's degree

Tools

Microsoft Office

Outlook

Excel

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 elevate 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

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.

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.

Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD). Visit www.brightree.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. We are a 2024 Circle Back Initiative Employer -- we commit to respond to every applicant!