Remote Healthcare Software Support Specialist

resmed; United States; On-site; USD 36,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Vision/Dental/Life insurance

AD&D insurance

Disability insurance (short/long-term)

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 is seeking a Customer Support Specialist to identify customer issues and provide consultative solutions for case resolution. The role emphasizes delivering friendly, efficient assistance for technical and non-technical questions while maintaining high customer satisfaction.

You will answer questions about the Brightree application, diagnose problems via phone and email, document requests, and work with customers to ensure solutions meet their needs.

Qualifications

• Experience providing software support to external customers.
• Strong troubleshooting and problem-solving skills with a logical approach.
• Proven ability to resolve issues in a timely manner.
• Experience working in a remote workforce.
• Bachelor's degree in finance, business, healthcare, technology, or related field preferred.
• Salesforce experience is a plus.
• Proficient in Microsoft Office (Outlook, Word, Excel).
• Healthcare industry experience preferred.

Responsibilities

• Answer questions regarding the Brightree application and services in a friendly, efficient manner.
• Diagnose and resolve customer questions or problems over the phone and via electronic communication.
• Troubleshoot and resolve issues that may not have standard documented solutions.
• Track and document inbound support requests with proper notation of problems.
• Work with customers to ensure solutions meet their needs.
• Stay updated on current technology and product offerings.
• Identify release issues and escalate as needed.
• Escalate cases with senior CSRs as required.
• Document all cases according to SOPs.

Skills

Customer support

Troubleshooting

Timely resolution

Remote work experience

Self-directed

Fast-paced environment

Brightree experience

Healthcare industry knowledge

MS Office

Salesforce experience

Education

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

Tools

Brightree

Outlook

Word

Excel

PowerPoint

Salesforce

Job description

ResMed is seeking a Customer Support Specialist to identify customer issues and provide consultative solutions for case resolution. The role emphasizes delivering friendly, efficient assistance for technical and non-technical questions while maintaining high customer satisfaction.

You will answer questions about the Brightree application, diagnose problems via phone and email, document requests, and work with customers to ensure solutions meet their needs.