Brightree, a ResMed company, is seeking a Customer Support Specialist to join our team. Your primary objective is to provide consultative responses to customer inquiries and maintain a high level of customer satisfaction by identifying issues and delivering effective solutions.

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 the areas of 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 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 and 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 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).

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; equivalent combination of education and experience will be considered.
Experience with Salesforce.

Technical Stack

Microsoft products (Outlook, Word, Excel)
Salesforce

Team & Environment

You will work with senior CSSs and mentors for guidance and escalation.

Benefits & Compensation

Compensation: $21.42/hr - $28.58/hr
Comprehensive medical, vision, dental, and life insurance
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 open to candidates in the US.

Brightree is an innovative leader in cloud-based patient management software. We strive to positively impact our customers' businesses and the lives of patients every single day, fostering a culture of excellence, diversity, and individual expression.