[Hiring] Customer Support Specialist @Brightree

Role Description

The Customer Support Representative is responsible for identifying the customer issue and providing a solution to resolve the case. The Representative’s primary objective is to provide consultative responses to the many types of technical and non-technical questions raised by our customers and maintain a high level of customer satisfaction.

The shift for this role is 9-6pm EST Monday - Friday.

• Answer questions regarding the Brightree application and its extended services in a friendly, effective, and efficient manner.
• Diagnose and resolve customer questions or problems over the telephone or through electronic communication in the areas of system configuration/setup, product functionality.
• Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions.
• 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 and new product offerings.
• Identify release issues.
• Work with senior CSRs/mentors to escalate cases as needed.
• Ensure all cases are documented according to standard operating procedures.

Qualifications

• Prior experience providing software support to external customers.
• Technical aptitude and troubleshooting skills to tackle a problem using a logical, systematic sequential approach.
• Proven ability to resolve issues in a timely manner.
• Experience working in a remote workforce.
• Quick learner, self-directed and motivated.
• Dedication and commitment level to the tasks at hand.
• Proven ability to work in a fast-paced, collaborative environment with the ability to own areas of the product with minimal supervision.
• Brightree software application experience preferred.
• Experience in HME, Home health or healthcare industry preferred.
• Bachelor’s degree in finance, business, healthcare, technology, or a relevant field preferred; equivalent combination of education and experience will be considered.
• Proficient in Microsoft products (Outlook, Word, Excel).
• Experience with Salesforce is a plus.

Benefits

• Comprehensive medical, vision, dental, and life insurance.
• 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).
• Tuition assistance.
• Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment.
• Receive 11 paid holidays plus 3 floating days.
• Eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.