Tier 2 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 Tier 2 Customer Support Representative is responsible for providing technical support to customers, support agents, and internal teams; identifying the customer issue and providing a solution to resolve the case. Key deliverables include trouble shooting and resolving technical issues, testing, reproducing, documenting, and escalating issues while maintaining a high level of customer satisfaction and meeting quality standards.
Let’s Talk About Responsibilities

• Provide updates to customers in a timely manner in accordance with priority and communication guidelines
• Design, test and implement data scripts
• Stay abreast of current technology in products, design changes, and new products offered
• Rotating after-hours on call shift to support critical customer issues
• Triage and prioritize escalated customer support cases
• Participate in beta testing as needed to help troubleshoot customer issues and learn about upcoming product features
• Provide best practice direction on software use to help users avoid recurrence of cases
• Communicate case resolutions to customers
• Document software defects to report defects to software engineers
• Communicate with customer support representatives and customers to precisely define software cases
• Use SQL Server database queries and scripts to gather detailed information on customer support cases
• Identify and provide workarounds for customer cases whenever possible

Let’s Talk About Qualifications And Experience
Required:

• Must be a quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand
• Demonstrate an ability to learn complex business software and master best practice use of the software
• Minimum of 3 years’ experience in technical application support, SaaS customer support, or application support environment; strong preference in healthcare software
• Proficiency with Microsoft Office Suite (Outlook, Word, and Excel)
• Proficiency with Web Browsers (Explorer, Firefox, Chrome, and Safari)
• Strong analytical capabilities, data analysis techniques and common database query skills
• Strong interpersonal, communication, and customer service skills with the ability to resolve challenging issues in a timely manner while mentoring peers
• Strong technical skills, including an ability to understand basic SQL syntax for investigating software issues and making changes to data
• Must have a great attitude, be willing to learn and increasingly strive to improve
• Strong commitment to quality and ability to work closely and communicate effectively with software engineers and product managers
• 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
• Excellent attention to detail and the understanding of how to investigate and troubleshoot software issues and find workarounds
• Proven ability to resolve challenging issues in a timely manner
• Knowledge of customer support best practices

Preferred:

• 2+ years of SQL experience, preferably in SQL Server
• Experience in HME, Home health or healthcare industry strongly preferred
• Bachelor’s degree in finance, business, healthcare, technology or a relevant field strongly preferred; equivalent combination of education and experience will be considered
• Subject matter expert with multiple Brightree applications and extended services

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!