Brightree is looking for a Customer Support Specialist to join our team. You will be responsible for identifying customer issues and providing solutions to resolve cases, with a primary objective of delivering consultative responses to technical and non-technical questions while maintaining a high level of customer satisfaction. As part of ResMed, we are shaping the future of healthcare technology.

What You'll Do

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 areas like system configuration/setup and product functionality.
Interact with customers to troubleshoot and resolve issues that may not have standard documented solutions.
Track and document inbound support requests, ensuring proper notation of customer problems.
Work closely with customers to ensure our solutions meet their needs.
Stay abreast of current technology in products and new product offerings.
Identify release issues.
Work with senior CSSs or mentors to escalate cases as needed.
Ensure all cases are documented according to standard operating procedures.

What We're Looking For

Prior experience providing software support to external customers.
Technical aptitude and troubleshooting skills 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.
Strong dedication and commitment to tasks.
Proven ability to work in a fast-paced, collaborative environment and own areas of the product with minimal supervision.
Proficient in Microsoft products (Outlook, Word, Excel).

Nice to Have

Brightree software application experience.
Experience in HME, Home health, or the healthcare industry.
Bachelor’s degree in finance, business, healthcare, technology, or a relevant field; an equivalent combination of education and experience will be considered.
Experience with Salesforce is a plus.

Technical Stack

Brightree application
Microsoft products (Outlook, Word, Excel)
Salesforce

Benefits & Compensation

Compensation: $21.42/hr - $28.58/hr
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
14 weeks of primary caregiver or two weeks of secondary caregiver leave

Work Mode

This is a fully remote position for candidates located within the United States.

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