Customer Support Specialist

Summary: Brightree is a subsidiary of ResMed that focuses on cloud-based patient management software. The Customer Support Specialist is responsible for identifying customer issues and providing solutions to ensure high levels of customer satisfaction. Responsibilities: - 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 CSRs/mentors to escalate cases as needed - Ensure all cases are documented according to standard operating procedures Required Qualifications: - 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) Preferred Qualifications: - 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 - Experience with Salesforce is a plus Required Skills: Software support experience, Technical aptitude, Brightree software experience Important Skills: Healthcare industry experience, Microsoft products proficiency Nice-to-Have Skills: Troubleshooting skills, Self-directed, Quick learner, Fast-paced environment, Collaborative environment Benefits: Comprehensive medical, Vision, Dental, 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, Paid Time Off (PTO), Paid holidays, Floating days, Primary caregiver leave, Secondary caregiver leave