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Customer Support Representative

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Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD).

When you work at Brightree, it’s more than just a job. You’ll be part of a team that’s driving innovation and leading the way in cloud-based patient management software.

The technology allows us to provide the tools for better outcomes but at our heart, we’re really about people. We strive to positively impact our customers’ businesses and the lives of patients every single day.

The primary role of the Customer Support Representative is to identify the customer issue and provide 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.

The shift for this role is : Monday - Friday 10am - 7pm EST

Let’s talk about the role:

The primary objective of the Customer Support Representative is to answer questions regarding the Brightree software application and its extended services in a friendly, effective, and efficient manner
Diagnose and resolve basic and complex customer questions or problems over the telephone or through electronic communication in the areas of system configuration/setup, product functionality, and bugs/enhancements
Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions
Ability to document new issues, FAQs, and resolutions for a robust knowledge base.
Identify critical issues that may impact all clients, provide proactive communications, product fixes and subsequent uploads
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, design changes, and new product offered

Let’s talk about you:

Brightree software application experience
Experience in HME, Home health or healthcare industry preferred
Prior help desk 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 challenging issues in a timely manner
Experience working in a remote workforce
Must be a quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand
Must be able to work in a fast-paced, collaborative, project-oriented environment with the ability to own areas of the product with minimal supervision
Must have a great attitude, be willing to learn and increasingly strive to improve
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)
Salesforce experience preferred

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 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: $19.00/hr - $27.00/hr

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. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.

Average salary estimate

$47840 / YEARLY (est.)

min

max

$39520K

$56160K

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What You Should Know About Customer Support Representative, ResMed

As a Customer Support Representative at Brightree, you’ll play a pivotal role in transforming the landscape of healthcare technology. Brightree, a subsidiary of ResMed, is at the forefront of providing cloud-based patient management software designed to enhance outcomes and improve lives. In this remote position, you’ll be engaging with our valued customers to resolve both technical and non-technical inquiries related to our software and services. Your primary responsibility will be to deliver friendly, efficient, and effective support while identifying customer issues and crafting suitable solutions. Each day, you’ll troubleshoot various client concerns, document new issues and resolutions to enhance our knowledge base, and maintain high customer satisfaction levels. Working from Monday to Friday, 10 AM to 7 PM EST, you’ll communicate with customers via phone and electronic channels, ensuring a seamless experience for them. Not only will you diagnose problems, but you will also proactively identify critical issues that could affect all clients, and offer timely updates and fixes. With your background in the healthcare sector or experience with Brightree software, paired with your technical aptitude and strong problem-solving skills, you’ll be ideally placed to make a significant impact. If you’re a motivated learner who thrives in a collaborative remote environment and enjoys finding innovative ways to help customers overcome challenges, we want to hear from you!

Frequently Asked Questions (FAQs) for Customer Support Representative Role at ResMed

What are the main responsibilities of a Customer Support Representative at Brightree?

The main responsibilities of a Customer Support Representative at Brightree include answering customer inquiries about the Brightree software, troubleshooting technical issues, providing consultative responses, and documenting solutions to build a robust knowledge base. Representatives work to maintain high customer satisfaction, using their problem-solving skills to effectively address both basic and complex issues.