Software Support Analyst I

Customer Support Associate IThe Customer Support Associate is a full-time position reporting to the Support Manager and is part of the Customer Service Department. You will receive specialized product and industry training specific to the product you will support. 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.The shift for this role is: 9am to 6pm EST.Let's talk about Responsibilities:Provide effective software support to clients and customers reporting problems with MatrixCare and supporting products. Incoming and outbound Calls as well as working out of Salesforce helpdesk Queue.Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions.Perform basic and advanced troubleshooting and problem replication in order to identify/verify underlying cause of customer reported problemsUtilize experience, knowledge base, user guides and other internal resources to resolve application and technical issues.Requires critical thinking with strong researching and analytical skills.Able to work in a fast-paced, collaborative, project-oriented environment with the ability to own areas of the product with minimal supervisionContribute to the maintenance and improvement of knowledge base as a tier one resourceEscalate calls to second tier analyst according to defined support processesPerform assigned tasks such as testing reported issues, webinars and mentoringDemonstrate proactive communication to clients after identifying common issues reported to supportContribute to the monthly team goalsParticipate in paid after hour on call rotationLet's talk about Experience and Qualifications: Excellent customer service skillsGood problem-solving and prioritization abilitiesExcellent verbal and written communication skillsBasic computer skillsAbility to work in a team environmentAbility to multi-taskKnowledge of software support methodologies and/or the post-acute healthcare industry is preferred.Home health or clinical experience is preferred.Bachelor’s Degree or equivalent work experienceAbility to solve clinical problems on an innovative home health software product.One to two years' experience working with software support.Prior Helpdesk a plus.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 work location, relevant qualifications, work experience, and skills.At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current base range for this position is: $20.00/hr - $33.69/hrFor remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.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! We commit to respond to every applicant.