Nutrition Customer Support Specialist

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!

The Customer Support Associate II – MealTracker, is a full-time position reporting to the Head of MealTracker and is part of the Customer Service overall team.  You will receive specialized product and industry training specific to MealTracker. A successful Customer Support Associate is a motivated individual who is customer focused and uses their analytical skills to find the root cause of an issue.

Essential Duties and Responsibilities:

• Provide effective software support to clients and customers reporting problems with MealTracker by MatrixCare.
• Utilize the CRM (Salesforce) log customer information and reported issues
• 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 two resource
• Escalate calls to third tier analyst according to defined support processes
• Perform assigned tasks such as menu configuration and analysis, food and recipe detail QA, regression QA testing, join/host training webinars and mentoring
• Demonstrate proactive communication to clients after identifying common issues reported to support
• Contribute to the monthly team goals
• Participate in after hour on call rotation

Required Knowledge, Skills and Abilities: 

• Background in nutrition, food/grocery, dining operations in business and/or healthcare facilities.
• Knowledge of foodservice technology systems (POS, etc), menu & recipe components, food item details (allergens, portions, diets).
• Excellent customer service skills
• Good problem-solving and prioritization abilities
• Excellent verbal and written communication skills
• Basic computer skills
• Ability to work in a team environment
• Ability to multi-task
• Knowledge of software support methodologies and/or the healthcare industry is preferred, but not required

Education and Experience:

• Bachelor’s degree in nutrition related field OR food, dining operations experience that sufficiently demonstrates ability to analyze and solve software application problems, communicate effectively, and provide excellent customer service (generally 1-3 years)
• One to two years experience working with personal computers

•            Grocery/Foodservice, dining, nutrition experience and/or education is preferred

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. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.
 
Individual pay decisions are based on a variety of factors, such as the candidate’s geographic