Customer Support Specialist

at  Brightree

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.
Let’s talk about the team:
The Customer Support Representative is responsible for identifying the customer issue and providing 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.

Let’s talk about the role:

• Answer questions regarding the Brightree application and its extended services in a friendly, effective, and efficient manner.
• Diagnose and resolve 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.
• 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.
• Reproduce and document issues that require escalation, including critical issues.
• Identify parent cases and incidents. Document according to standard operating procedures, including using Salesforce Chatter.
• Communicate with team, cross-functional teams and management to research and provide awareness and updates to issues that require escalation, including critical issues.
• Communicate effectively with business partners, vendors and cross-functional teams for issue identification and resolution.
• Confirm, document, and escalate release issues.
• Identify critical issues that may impact all clients, provide proactive communication, technical details, status, and subsequent updates.
• Mentor and train new staff members.
• Assist teammates by helping them triage/resolve cases.
• Ensure all cases are documented according to standard operating procedures, including those escalated by CSRs.
• Mentor/lead by example, with positivity and professionalism.
• Document new issues, FAQs, and resolutions to continuously build a robust knowledge base – including reviewing, publishing, and keeping all knowledge articles up to date.
• Stay abreast of current technology in products, design changes, and new products offered. Share knowledge with other team members.
• Stay abreast of software releases and new features. Share knowledge with other team members.

Let’s talk about you:

• Minimum of 3 years experience in application support, SaaS customer support, or call center environment, providing software support to external customers.
• Minimum of 3 years experience using Salesforce, or similar, to manage and escalate support cases.
• Extensive knowledge of customer support best practices.
• Subject matter expert with multiple Brightree applications and extended services.
• Strong interpersonal, communication, and customer service skills with the ability to resolve challenging issues promptly while mentoring peers.
• Customer experience mindset and focus.
• 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.
• Quick learner, self-directed and motivated.
• Dedication and commitment level to the tasks at hand.
• Proven ability to work in a fast-paced, collaborative environment with the ability to own areas of the product with minimal supervision.
• Great attitude, willingness to learn and continuous improvement mindset.
• Proven ability to deescalate customer concerns and escalations.
• Deep understanding and experience in HME/DME, medical billing, Home Health and/or healthcare industry.
• Experience working in a remote workforce.
• Proficiency with Microsoft Office Suite (Outlook, Word, and Excel)
• Proficiency with Web Browsers (Explorer, Firefox, Chrome, and Safari)
• Bachelor’s degree in finance, business, healthcare, technology, or a relevant field strongly preferred; equivalent combination of education and experience will be considered.
• Experience with Salesforce
• Experience with supporting hardware, API integrations, and reading log files
• Working knowledge of the software development life cycle

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: $26.00 - 39.12 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.

• Answer questions regarding the Brightree application and its extended services in a friendly, effective, and efficient manner.
• Diagnose and resolve 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.
• 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.
• Reproduce and document issues that require escalation, including critical issues.
• Identify parent cases and incidents. Document according to standard operating procedures, including using Salesforce Chatter.
• Communicate with team, cross-functional teams and management to research and provide awareness and updates to issues that require escalation, including critical issues.
• Communicate effectively with business partners, vendors and cross-functional teams for issue identification and resolution.
• Confirm, document, and escalate release issues.
• Identify critical issues that may impact all clients, provide proactive communication, technical details, status, and subsequent updates.
• Mentor and train new staff members.
• Assist teammates by helping them triage/resolve cases.
• Ensure all cases are documented according to standard operating procedures, including those escalated by CSRs.
• Mentor/lead by example, with positivity and professionalism.
• Document new issues, FAQs, and resolutions to continuously build a robust knowledge base – including reviewing, publishing, and keeping all knowledge articles up to date.
• Stay abreast of current technology in products, design changes, and new products offered. Share knowledge with other team members.
• Stay abreast of software releases and new features. Share knowledge with other team members