### Join Our Team as a Customer Support Representative
As a Customer Support Representative, you’ll play a crucial role in identifying and resolving customer issues, ensuring high levels of satisfaction. You’ll handle a variety of technical and non-technical questions, providing consultative responses to our valued customers.
**Ideal Shift Hours:**
– Monday – Friday, 10am – 7pm Eastern Time
### Role Overview
**Your Responsibilities:**
– Provide friendly, efficient, and effective support for Brightree application and its extended services.
– Diagnose and resolve complex customer issues via phone and electronic communication.
– Troubleshoot customer issues without standard documented solutions.
– Track and document support requests, ensuring proper notation of problems and resolutions.
– Work closely with customers to provide tailored solutions.
– Document issues requiring escalation, ensuring clear communication with relevant teams.
– Utilize Salesforce Chatter for documenting parent cases and incidents.
– Collaborate with internal and cross-functional teams to address critical issues.
– Communicate effectively with business partners, vendors, and teams for issue resolution.
– Identify and escalate release issues, providing proactive communication.
– Mentor and train new staff members, assisting teammates in triaging and resolving cases.
– Maintain and update knowledge base articles, sharing insights with the team.
– Stay updated on product changes and new features, sharing knowledge with team members.
### About You
**Your Qualifications:**
– Minimum 3 years of experience in application support, SaaS customer support, or call center environments.
– At least 3 years of experience using Salesforce or similar CRM for case management.
– Strong understanding of customer support best practices.
– Expertise in multiple Brightree applications and extended services.
– Excellent interpersonal, communication, and customer service skills.
– Ability to resolve challenging issues promptly while mentoring peers.
– Technical aptitude and strong troubleshooting skills.
– Proven track record of resolving issues in a timely manner.
– Quick learner with a self-directed, motivated attitude.
– Ability to work independently in a fast-paced, collaborative environment.
– Positive attitude, willingness to learn, and continuous improvement mindset.
– Experience in HME/DME, medical billing, Home Health, or healthcare industry is a plus.
– Proficiency with Microsoft Office Suite and web browsers (Explorer, Firefox, Chrome, Safari).
– Bachelor’s degree in finance, business, healthcare, technology, or relevant field preferred; equivalent experience considered.
– Experience with hardware support, API integrations, and reading log files.
– Working knowledge of the software development life cycle.
### Why Join Us?
At ResMed, we are committed to shaping the future by broadening our skills and attracting top talent. We offer holistic benefits, flexible work arrangements, and competitive salaries to our team members. Full-time employees are eligible for:
– Comprehensive medical, vision, dental, and life insurance.
– Short-term and long-term disability insurance.
– Sleep care management.
– Health Savings Account (HSA) and Flexible Spending Account (FSA).
– Commuter benefits.
– 401(k) with employer match.
– Employee Stock Purchase Plan (ESPP).
– Employee Assistance Program (EAP).
– Tuition assistance.
– Paid Time Off (PTO): 15 days in the first year, 11 paid holidays, 3 floating days.
– Primary caregiver leave: 14 weeks; Secondary caregiver leave: 2 weeks.
Join us and be part of a team that values personal and professional growth. Apply today to make a difference with ResMed!
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