Employer: ResMed
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.
Let’s talk about the role:
- Answer questions regarding the Brightree 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:
- 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
- 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
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!