Technical Support Analyst

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!

Customer Technical Support Analyst 

MUST HAVE: Home Health & Hospice Technical Software Support

Location: Remote

Who we are:

Based just outside of Minneapolis, MN, MatrixCare’s team of employees is thinking, creating and challenging ourselves to better serve our patients and customers.  Each day is a new day for ground-breaking ideas and unparalleled opportunity. Ours is a culture focused on what we can accomplish today, and where it can lead us tomorrow.

Why work at MatrixCare?
We have vision. We’re a team of thinkers and innovators who constantly challenge ourselves to do everything better than the day before.

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.

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

Subject to the absolute discretion of the company, this role may be eligible for an annual cash bonus payment based on company, business unit, and/or individual performance.

Subject to the absolute discretion of the company, this role may be eligible to rece