Customer Support Specialist
Resmed
Job description
About The Company
ResMed is a global leader dedicated to improving people's lives through innovative healthcare solutions. With a focus on leveraging advanced technology, ResMed has pioneered SaaS platforms that transform healthcare delivery outside traditional hospital settings. Our extensive datasets enable us to provide comprehensive insights into patient care, facilitating personalized and timely interventions. We are committed to connecting health solutions across networks to foster collaborative care, utilizing machine learning, predictive analytics, and intelligent care pathways to shape the future of healthcare. Supporting brands like Brightree and MatrixCare, ResMed continues to drive advancements that enhance patient outcomes, reduce costs, and promote wellness. Our culture emphasizes innovation, inclusivity, and professional growth, making ResMed an inspiring place for talented individuals passionate about making a meaningful impact in healthcare.
About The Role
We are seeking a dedicated Technical Support Specialist to join our team and provide exceptional assistance for MatrixCare Home Health and Hospice applications. This role involves delivering professional, effective, and efficient technical support through various communication channels including phone, live chat, and electronic messaging. The ideal candidate will diagnose and resolve a wide range of technical issues, from basic troubleshooting to complex system problems, ensuring minimal disruption for our clients. Collaboration with customers to understand their unique needs and delivering tailored solutions is essential. The role also requires documenting issues, FAQs, and resolutions to enhance our internal knowledge base, and escalating critical issues proactively to ensure timely resolution. Staying current with product updates and new features is vital to providing accurate support. This position offers an exciting opportunity to contribute to a leading healthcare technology company committed to improving patient care and operational efficiency in home health and hospice services.
Qualifications
- Proven experience in technical support or help desk roles
- Strong computer skills, including proficiency with internet browsers and software applications
- Excellent interpersonal, communication, and customer service skills
- Ability to learn quickly, work independently, and collaborate effectively in a team environment
- Strong problem-solving skills and a proactive attitude
- Experience with Home Health and Hospice software systems
- Familiarity with SQL for querying databases and troubleshooting data issues
- Background in home health or hospice care is preferred
- Bachelor’s Degree in a related field or equivalent work experience
Responsibilities
- Provide professional and timely technical support for MatrixCare Home Health and Hospice applications via multiple communication channels
- Diagnose and resolve both simple and complex technical issues to ensure customer satisfaction
- Collaborate with clients to troubleshoot unique and non-standard problems effectively
- Document new issues, frequently asked questions, and solutions to enhance internal knowledge resources
- Identify and escalate critical issues impacting multiple clients, ensuring proactive communication and resolution
- Maintain accurate records of all support interactions and issue resolutions
- Work closely with clients to understand their operational needs and deliver customized solutions
- Stay informed about product updates, new features, and design changes to provide current support
Benefits
- Comprehensive medical, dental, and vision insurance
- Life, AD&D, short-term and long-term disability insurance
- Sleep care management programs
- Health Savings Account (HSA) and Flexible Spending Account (FSA)
- Commuter benefits and wellness programs
- 401(k) retirement plan with company matching
- Employee Stock Purchase Plan (ESPP)
- Employee Assistance Program (EAP)
- Tuition reimbursement and professional development opportunities
- Paid Time Off (PTO), holidays, and caregiver leave benefits
Equal Opportunity
ResMed is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status. We believe in providing equal employment opportunities to all qualified individuals and encourage applicants from all backgrounds to apply.