Customer Support Representative

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.