Customer Support Specialist

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 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.

The shift for this opening is: either 11am - 8pm EST or 10am - 7pm EST.

Key accountabilities and decision ownership:

• Answer questions regarding the Brightree application and its extended services in a friendly, effective, and efficient manner.
• Diagnose and resolve customer questions or problems over the telephone or through electronic communication in the areas of system configuration/setup, product functionality.
• 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.
• Stay abreast of current technology in products and new product offerings.
• Identify release issues.
• Work with senior CSRs/mentors to escalate cases as needed.
• Ensure all cases are documented according to standard operating procedures.

Skills, experience, technical/professional qualifications:

Must have:

• Prior 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 issues in a timely manner.
• Experience working in a remote workforce.
• 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.
• ​Brightree software application experience preferred.​
• Experience in HME, Home health or healthcare industry preferred.
• Bachelor’s degree in finance, business, healthcare, technology, or a relevant field preferred; equivalent combination of education and experience will be considered.
• Proficient in Microsoft products (Outlook, Word, Excel)
• Experience with Salesforce is a plus

We are shaping the future at ResMed, and we recognize …