Senior Customer Support Representative

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 Senior Customer Support Representative is responsible for identifying the customer issue and providing a solution to resolve the case. The Senior Customer Support Representative must have the ability to mentor peers on the Brightree application and modules with respect to new and pre-release features. 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

• 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.
• Reproduce and document issues that require escalation, including critical issues.
• Document new issues, FAQs, and resolutions to continuously build a robust knowledge base – including reviewing, publishing, and keeping all knowledge articles up to date.
• Ensure all cases are documented according to standard operating procedures, including those escalated by CSRs.
• Confirm, document, and escalate release issues.
• Stay abreast of current technology in products, design changes, and new products offered. Share knowledge with other team members.
• Mentor and train new staff members.
• Communicate effectively with business partners, vendors and cross-functional teams for issue identification and resolution.
• Answer questions regarding the Brightree 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.
• Identify critical issues that may impact all clients, provide proactive communication, technical details, status, and subsequent updates.
• Identify parent cases and incidents. Document according to standard operating procedures, including using Salesforce Chatter.
• Assist teammates by helping them triage/resolve cases.
• Communicate with team, cross-functional teams and management to research and provide awareness and updates to issues that require escalation, including critical issues.
• Stay abreast of software releases and new features. Share knowledge with other team members.
• Mentor/lead by example, with positivity and professionalism.
• Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions.
• Work closely with customers to ensure we are providing solutions that meet their needs.

Let’s Talk About Qualifications And Experience

Required:

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

Preferred:

• Experience with Salesforce
• Working knowledge of the software development life cycle
• Experience with supporting hardware, API integrations, and reading log files

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 range for this position is:
$21.15 -31.73/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!