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 Specialist is responsible for identifying the customer issue around Continuous glucose monitoring (CGM) and providing a solution to resolve the case.  The Specialist'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 role is 9am - 6pm CT Monday - Friday.

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 CSSs/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.

• Continuous Glucose Monitoring, Brightree and SNAP software application experience

• 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.

• 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.

• ​Proficient in Microsoft products (Outlook, Word, Excel)

• Experience with Salesforce is a plus

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: $22.00 - $28.00/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! We commit to respond to every applicant.