Senior Customer Support Specialist - Quality

Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD).

When you work at Brightree, it’s more than just a job. You’ll be part of a team that’s driving innovation and leading the way in cloud-based patient management software. 

The technology allows us to provide the tools for better outcomes but at our heart, we’re really about people. We strive to positively impact our customers’ businesses and the lives of patients every single day.

The Senior Customer Support Specialist – Quality is responsible for case escalation and queue management, documentation of processes, and coordinating with teams and vendors for case resolution. This role is also responsible for identifying and escalating issues and/or gaps in the case escalation process. The Senior Customer Support Specialist – Quality must be detail-oriented, have strong interpersonal skills, and be able to problem-solve.

Key accountabilities and decision ownership:

·       Management of case queues, including, but not limited to, timely handling, escalation, and resolution.

·       Coordination with Senior Managers and cross-functional teams to ensure successful handling of escalated issues.

·       Coordination with vendors and cross-functional teams to resolve issues and escalations.

·       Adherence to quality standards and best practices.

·       Identification and resolution of customer interaction issues.

·       Execution of processes and internal and external communications for release-related items.

·       Creation and maintenance of product support documentation (troubleshooting, technical how-to’s, etc.)

·       Provide feedback and suggestions to improve the support processes, tools, and resources.

·       Identify and escalate any issues or gaps in the escalation process.

·       Positively contribute to the team culture with a continuous improvement mindset.

·       Advocate for the customer.

·       Be an ally of the support representatives, a partner committed to supporting them and helping them succeed.

·       Strong understanding of the complex tasks within the support representative job function.

·       Maintain a thorough knowledge of all company policies, especially those that affect customer application support metrics or performance standards.

·       Other tasks and responsibilities as assigned.

Occasional travel

Skills, experience, technical/professional qualifications:

·       Minimum 3 years working in SaaS customer application support.

·       5+ years working in SaaS application support.

·       Bachelor’s degree in business, healthcare, technology, or a relevant field

Experience with Salesforce Service Cloud

·       Experience in HME, Home Health, or the healthcare industry.

·       Proven ability to implement and execute customer support best practices.

·       Proven track record of analytical skills.

·       Solid understanding of data analysis, reporting tools, and application support metrics.

·       Ability to work in a fast-paced, collaborative, customer-focused environment with the ability to own areas of the product with minimal supervision.

·       Possess a passion for customer service and exceeding goals.

·       Excellent interpersonal, communic