Unknown Company is hiring a Customer Support Representative, Pharmacy

Brightree, a wholly owned subsidiary of ResMed, is hiring a Customer Support Representative, Pharmacy. In this role, you will be the first line of support for users of Brightree Business Management Software for Pharmacy solutions. Your purpose is to deliver exceptional service by identifying customer issues and providing timely, consultative solutions, helping resolve both technical and non-technical inquiries while maintaining high customer satisfaction.

What You'll Do

• Respond to customer inquiries about Brightree Business Management Software for Pharmacy software and business management solutions with professionalism and efficiency.
• Diagnose and resolve a wide range of issues—both basic and complex—via phone and electronic communication, including system setup, product functionality, and software defects.
• Troubleshoot challenging issues, applying creative problem-solving and technical knowledge.
• Document new issues, frequently asked questions (FAQs), and resolutions to enhance the knowledge base.
• Identify and escalate critical issues, ensuring proactive communication and timely fixes.
• Accurately track and log all support requests, maintaining detailed records of customer interactions and resolutions.
• Collaborate with customers to ensure solutions align with their operational needs.
• Stay current on product updates, design changes, and new offerings.
• Adhere to all federal and state laws, rules and regulations governing the practice of pharmacy and the delivery of medical equipment and supplies.

What We're Looking For

• Prior experience in a help desk or customer support role, specifically supporting pharmacy/home infusion software.
• Experience with home infusion pharmacy workflows and processes such as patient registration/intake, order entry, clinical monitoring, dispensing and compounding, TPN prescriptions, NCPDP adjudication, and inventory management.
• Solid understanding of the pharmacy HME industry and NCPDP billing standards.
• Strong technical aptitude and systematic troubleshooting skills.
• Proven ability to resolve challenging, complex issues quickly and effectively.
• Ability to thrive in a remote environment while consistently meeting performance metrics and contributing to team goals.
• Self-motivated, fast learner with a proactive mindset and strong commitment to task completion.
• Ability to thrive in a fast-paced, collaborative, project-driven environment with the ability to own areas of the product with minimal supervision.
• Must have a positive attitude, eagerness to learn, and a continuous improvement mindset.
• Equivalent combination of education and experience will be considered.

Nice to Have

• Experience using Brightree Business Management Software for Pharmacy.
• Certified Pharmacy Technician (CPhT).
• Experience in pharmacy, home infusion, HME(Home Medical Equipment), and/or healthcare.
• Bachelor’s degree in finance, business, healthcare, technology, or a related field.

Technical Stack

• Brightree Business Management Software for Pharmacy

Benefits & Compensation

• Compensation: $26.08 - $40.29 USD Hourly
• 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)
• Tuition assistance
• Fifteen days Paid Time Off (PTO) in first year
• 11 paid holidays plus 3 floating days
• Eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave

Work Mode

This is a remote position open to candidates located within the United States.

We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates.