Profile: Customer Support Associate
Pan India: Work from home job
About the job
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!
About ResMed
ResMed has pioneered some path-breaking solutions to improve people’s lives and our mission is to change 250 million lives in 2025. This culture of innovation is now being brought to ‘out-of-hospital’ care settings under ResMed’s SaaS division. The focus of the products and technologies is to complete the care continuum outside the hospital, enable seamless transitions for people as they move between different care settings, and empower caregivers with actionable data and insights that can transform the way care is delivered.
The vision is to continuously push the boundaries of innovation, improve patient outcomes, and put the patients and caregivers at the center of every innovation that we pursue.
Let’s Talk About The Team
ResMed is setting up a Centre of Excellence (CoE) in Bangalore. This person would be an integral part of the CoE team and is expected to work in close tandem with the team members of the Customer Support/Customer Experience Team of MatrixCare in the USA. This individual must be a self-starter and should be passionate about wanting to play a key role in ensuring the success of our customers.
Job Summary
The Customer Support Associate is a full-time position & is part of the Customer Service Department. You will receive specialized product and industry training specific to the product you will support. A successful Support Partner is a motivated individual who is customer-focused and uses their analytical skills to find the root cause of an issue with a keen eye for details.
Let’s Talk About Responsibilities
- Provide effective phone and email software support to clients reporting problems or requiring on-the-spot coaching with our products
- Utilize the Salesforce Service Console to log customer cases
- Perform basic and advanced troubleshooting to identify/verify the underlying cause of customer-reported problems
- Utilize internal resources to assist in the prompt resolution of application and technical issues
- Contribute to the maintenance and improvement of the knowledge base
- Escalate calls to higher-level analysts according to defined support processes
- Contribute to the monthly team goals
- Participate in after hour on-call rotation
Let’s Talk About Qualifications, Skills And Experience
- Bachelor’s degree or equivalent experience
- Excellent customer service skills in a technical environment
- Good problem-solving and prioritization abilities
- Excellent verbal and written communication skills
- Electronic Health Record experience is preferred
- Knowledge of the post-acute healthcare industry is preferred