ResMed is looking to solve customer support issues related to MatrixCare and supporting products by hiring a Customer Support Associate I to provide effective software support to clients and customers.
Requirements
- Basic computer skills
- Knowledge of software support methodologies and/or the post-acute healthcare industry is preferred.
- Home health or clinical experience is preferred.
- Ability to solve clinical problems on an innovative home health software product.
- One to two years' experience working with software support.
- Prior Helpdesk a plus.
Responsibilities
- Provide effective software support to clients and customers reporting problems with MatrixCare and supporting products.
- Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions.
- Perform basic and advanced troubleshooting and problem replication in order to identify/verify underlying cause of customer reported problems
- Utilize experience, knowledge base, user guides and other internal resources to resolve application and technical issues.
- Contribute to the maintenance and improvement of knowledge base as a tier one resource
- Escalate calls to second tier analyst according to defined support processes
- Perform assigned tasks such as testing reported issues, webinars and mentoring
Other
- Excellent customer service skills
- Good problem-solving and prioritization abilities
- Excellent verbal and written communication skills
- Ability to work in a team environment
- Bachelor’s Degree or equivalent work experience
