Customer Support Associate I

The Customer Support Associate I role is a full-time position in the Customer Support Department.  In this role, you will receive specialized product and industry training specific to the product you will support. A successful Customer Support Associate I 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 in a healthcare technology company, then MatrixCare is the place for you! 

Essential Duties and Responsibilities: 
•    Provide effective phone and email software support to customers reporting problems or requiring on-the-spot coaching with the MatrixCare products  
•    Utilize the Salesforce Service Console to log customer cases  
•    Perform basic and advanced troubleshooting to identify/verify the 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-hours on-call rotation 

Required Knowledge, Skills, and Abilities:  

• Excellent customer service and interpersonal skills 
• Effective problem-solving, analytical, and prioritization abilities.
• Excellent verbal and written communication skills 
• Technical aptitude with a willingness and ability to learn new technologies and applications
• Ability to work collaboratively and effectively in a team environment
• Strong attention to detail and being able to document issues
• Resolving customer situations with professionalism and urgency.

Education and Experience: 

• Bachelor’s degree or relevant workforce experience
• One to two years of experience in technical support
• Salesforce experience
• Experience with Point of Sale or accounting applications a plus
• Previous experience working remotely or in a distributed team environment

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.

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.

Subject to the absolute discretion of the company, this role may be eligible to receive stock equity based on company, business unit, and/or individual performance.

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 range for this position is: 21.95 - 29.10 USD Hourly

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.