Customer Support Representative - Pharmacy-1 (Remote)

You could say Brightree by ResMed is a technology company. And that’s true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry. Brightree helps streamline processes, improve efficiency, and increase profitability. For over fifteen years, organizations big and small have put their trust in us—for our wide-ranging solutions, our leadership, and our unmatched customer service. Going to work each day and creating new ways to positively impact our customers’ businesses and the lives of patients is just what we do. Because Brightree is, after all, about people.
To learn more about Brightree technology and solutions watch this short video by our CEO: https://www.brightree.com/whychoosebrightree
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 Responsibilities

• Stay abreast of current technology in products, design changes, and new product offered
• Answer questions regarding the Brightree Pharmacy application and its extended services in a friendly, effective, and efficient manner
• Track and document inbound support requests and ensure proper notation of customer problems and issues
• Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions
• Identify critical issues that may impact all clients, provide proactive communications, product fixes and subsequent uploads
• 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
• Ability to document new issues, FAQs, and resolutions for a robust knowledge base.
• Work closely with customers to ensure we are providing solutions that meet their needs
• Comply with 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

Required:

• Prior help desk experience providing software support to external customers
• Brightree Pharmacy software application experience preferred
• Must be a quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand
• Must have a great attitude, be willing to learn and increasingly strive to improve
• Technical aptitude and troubleshooting skills to tackle a problem using a logical, systematic sequential approach
• 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
• Experience in Pharmacy, HME, Home health or healthcare industry preferred
• Experience working in a remote workforce
• Proven ability to resolve challenging issues in a timely manner
• Proficient in Microsoft products (Outlook, Word, Excel)

Preferred:

• Certified Pharmacy Technician
• Minimum of 2 years of related experience.
• Experience with Salesforce
• Bachelor’s degree.

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: 21.15 - 26.44 - 31.73 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!
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!