Customer Support Representative
Neogen Corporation
Customer Support Specialist
ResMed
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $22 - $28 per hour
Job Level
Mid-LevelSenior
About the role
- Identify the customer issue around Continuous glucose monitoring (CGM) and provide a solution to resolve the case
- Provide consultative responses to the many types of technical and non-technical questions raised by our customers
- Maintain a high level of customer satisfaction
- 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 CSSs/mentors to escalate cases as needed
- Ensure all cases are documented according to standard operating procedures
Requirements
- Prior experience providing software support to external customers
- Continuous Glucose Monitoring, Brightree and SNAP software application experience
- 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
- 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)
- Experience with Salesforce is a plus
Benefits
- 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
- Paid Time Off (PTO)
- 11 paid holidays plus 3 floating days
- 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Continuous Glucose MonitoringBrightreeSNAP softwaretechnical troubleshootingsystem configurationproduct functionalitysoftware supportremote workforce experiencelogical problem-solvingtimely issue resolution
Soft skills
customer satisfactionconsultative responseseffective communicationself-directedmotivateddedicationcollaborative environmentfast-paced workproblem ownershipcommitment
