Software Support Analyst I (Remote)

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!

Job Summary

The Software Support Analyst is an entry-level, full-time position reporting to the Customer Support Manager and is part of the Customer Services Department. You will receive specialized product and industry training specific to our clinical customers. A successful Support Analyst is a motivated individual who is customer focused and uses their analytical skills to find the root cause of an issue. If you are passionate about your performance and innovation of a healthcare technology company, then MatrixCare is the place for you!

Job Description

Let's talk about Responsibilities

• Provide effective phone and email software support to customers reporting problems or requiring on the spot coaching with the clinical portions of MatrixCare Skilled Nursing and supporting products
• Utilize the Salesforce Service Console to manage customer interactions
• Perform basic and advanced troubleshooting to identify/verify 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
• Remote work indefinitely due to COVID-19 with long term flexible remote work opportunities

Let's talk about Qualifications and Experience

• 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 the post-acute healthcare industry is preferred, but not required

Education and Experience:

Required

• Bachelor's degree
• One to two years experience working with personal computers
• E.H.R. experience and/or education is preferred

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!