Customer Support Associate II

The Customer Support Associate is a 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 Life Plan Community customers utilizing the Financial and Admission & Census side of our application. 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. If you are passionate about your performance and innovation of a healthcare technology company, then MatrixCare is the place for you! 

Let’s talk about Responsibilities 

• Provide effective email and phone software support to customers reporting problems or requiring on the spot coaching with the financial portions of MatrixCare and supporting products 

• Utilize the Salesforce Service Console to log and document customer cases 

• 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 

• Remote work

Let’s talk about Qualifications 

• Excellent customer service skills 

• Effective critical thinking and problem-solving abilities 

• Excellent verbal and written communication skills 

• Strong listening skills with the ability to empathize 

• Established computer skills 

• Thrive in a collaborative environment  

Education and Experience: 

Required:   

• Knowledge of the post-acute healthcare industry, specific to billing related to Skilled Nursing, Assisted Living and Independent Living care settings

Preferred: 

• Bachelor’s degree 

• Call Center Experience

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: 22.61 - 33.91 USD Hourly

For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.