United States onlyBrightree 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 purpose of the job of Customer Support Specialist is to deliver exceptional service by identifying customer issues and providing timely, consultative solutions. You’ll be the first line of support for users of Brightree Business Management Software for Pharmacy solutions, helping resolve both technical and non-technical inquiries while maintaining high levels of customer satisfaction.
Let’s talk about Responsibilities
- Respond to customer inquiries about Brightree Business Management Software for Pharmacy software and business management solutions with professionalism and efficiency.
- Diagnose and resolve a wide range of issues—both basic and complex—via phone and electronic communication, including system setup, product functionality, and software defects.
- Troubleshoot challenging issues, applying creative problem-solving and technical knowledge.
- Document new issues, frequently asked questions (FAQs), and resolutions to enhance the knowledge base.
- Identify and escalate critical issues, ensuring proactive communication and timely fixes.
- Accurately track and log all support requests, maintaining detailed records of customer interactions and resolutions.
- Collaborate with customers to ensure solutions align with their operational needs.
- Stay current on product updates, design changes, and new offerings.
- Adhere to all federal and state laws, rules and regulations governing the practice of pharmacy and the delivery of medical equipment and supplies.
Let’s talk about Qualifications and Experience
- Prior experience in a help desk or customer support role, specifically supporting pharmacy/home infusion software.
- Experience with home infusion pharmacy workflows and processes such as patient registration/intake, order entry, clinical monitoring, dispensing and compounding, TPN prescriptions, NCPDP adjudication, and inventory management.
- Solid understanding of the pharmacy HME industry and NCPDP billing standards.
- Strong technical aptitude and systematic troubleshooting skills.
- Proven ability to resolve challenging, complex issues quickly and effectively.
- Ability to thrive in a remote environment while consistently meeting performance metrics and contributing to team goals.
- Self-motivated, fast learner with a proactive mindset and strong commitment to task completion.
- Ability to thrive in a fast-paced, collaborative, project-driven environment with the ability to own areas of the product with minimal supervision.
- Must have a positive attitude, eagerness to learn, and a continuous improvement mindset.
- Experience using Brightree Business Management Software for Pharmacy.
- Certified Pharmacy Technician (CPhT).
- Experience in pharmacy, home infusion, HME(Home Medical Equipment), and/or healthcare.
- Bachelor’s degree in finance, business, healthcare, technology, or a related field.
- Equivalent combination of education and experience will be considered.
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: $ 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. If this sounds like the workplace for you, apply now!We commit to respond to every applicant.
