Customer Support Associate II

ResMed has always applied the best of technology to improve people's lives. Now our SaaS technology is fueling a new era in the healthcare industry, with dynamic systems that change the way people receive care in settings outside of the hospital–and tools that work every day to help people stay well, longer. We have one of the largest actionable datasets in the industry, creating a complete view of people as they move between care settings. This is how we empower providers–with vital insight to deliver the care people need, right when they need it.

We're also ensuring that our health solutions connect to other companies' networks. Because when objectives align, everyone wins. And as we work today to drive better care and lower costs, we're developing more personalized solutions for tomorrow, utilizing machine learning, intelligent care paths, and predictive protocols. If you are an innovator who wants to make an impact we want to talk to you! We have exciting opportunities supporting Brightree by ResMed and MatrixCare by ResMed!

The Customer Support Associate is a full-time position reporting to the Customer Support Manager and is part of the Customer Services Department. You will receive specialized product and industry training specific to our Life Plan Community customers utilizing the Financial and Admission & Census side of our application. A successful Customer Support Associate is a motivated individual who is customer focused and uses their analytical skills to find the root cause of an issue. If you are passionate about your performance and innovation of a healthcare technology company, then MatrixCare is the place for you!

Let’s talk about Responsibilities

• Provide effective email and phone software support to customers reporting problems or requiring on the spot coaching with the financial portions of MatrixCare and supporting products

• Utilize the Salesforce Service Console to log and document customer cases

• Perform basic and advanced troubleshooting to identify/verify underlying cause of customer reported problems

• Utilize internal resources to assist in the prompt resolution of application and technical issues

• Contribute to the maintenance and improvement of the knowledge base

• Escalate calls to higher level analysts according to defined support processes

• Contribute to the monthly team goals

• Remote work

Let’s talk about Qualifications

• Excellent customer service skills

• Effective critical thinking and problem-solving abilities

• Excellent verbal and written communication skills

• Strong listening skills with the ability to empathize

• Established computer skills

• Thrive in a collaborative environment

Education and Experience:

Required:

• Knowledge of the post-acute healthcare industry, specific to billing related to Skilled Nursing, Assisted Living and Independent Living care settings

Preferred:

• Bachelor’s degree

• Call Center Experience

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: 22.61 - 33.91 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.