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.

Let’s talk about the role:

• The primary objective of the Customer Service 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 …