Customer Support Specialist

ResMed has always applied the best of technology to improve people's lives. Now our SaaS technology is fueling a new era in the healthcare industry, with dynamic systems that change the way people receive care in settings outside of the hospital–and tools that work every day to help people stay well, longer. We have one of the largest actionable datasets in the industry, creating a complete view of people as they move between care settings. This is how we empower providers–with vital insight to deliver the care people need, right when they need it.

We're also ensuring that our health solutions connect to other companies' networks. Because when objectives align, everyone wins. And as we work today to drive better care and lower costs, we're developing more personalized solutions for tomorrow, utilizing machine learning, intelligent care paths, and predictive protocols. If you are an innovator who wants to make an impact we want to talk to you! We have exciting opportunities supporting Brightree by ResMed and MatrixCare by ResMed!

The hours for this role is 11am - 8pm EST Monday - Friday.

What you’ll do

• Answer technical related questions as they relate to the use of MatrixCare Home Health and Hospice applications (HH) in a professional, effective, and efficient manner.
• Diagnose and resolve basic and complex customer technical questions or problems over the telephone, live chat or through electronic communication
• Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions
• 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 offerings
  
  
  

About you:

• Tech savvy working with computers, internet browsers, and software applications
• Excellent interpersonal, communication, and customer service skills with the proven ability to resolve challenging issues in a timely manner
• Quick learner, team player, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand
• Great attitude that is willing to learn and increasingly strive to improve
  
  
  

About Your experience:

• Home health or hospice experience is preferred
• Bachelor’s Degree or equivalent work experience
• Ability to solve technical problems on an innovative home health & hospice software product
• Able to work in a fast-paced, collaborative, project-oriented environment with the ability to own areas of the product with minimal supervision
  
  
  

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: 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), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.

At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current base range for this position is: $26.86 - $33.58/hr


For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.

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! We commit to respond to every applicant.