Resmed · 3 months ago
Customer Support Specialist - Quality
Oklahoma City, OK, United States
Full-time
Onsite
Mid, Senior Level
3+ years expBrightree, a subsidiary of ResMed, is focused on driving innovation in cloud-based patient management software. The Quality Assurance Analyst, Customer Support is responsible for evaluating customer interactions with support representatives to ensure they meet quality standards and providing feedback to improve performance.
Health CareHealth DiagnosticsMedicalMedical Device
Responsibilities
Maintain Support quality standards
Monitor and review inbound and outbound calls, email, chat and social media responses against the Company’s support quality standards
Identify and address potential customer interaction issues
Provide positive feedback when applicable to acknowledge and reward the behavior
Contribute to the team culture in a positive manner
Be an advocate for the customer and for the team
Be an ally of the support representatives, a partner committed to supporting them and helping them succeed
Contribute to a culture where goals are attainable, and targets are met
Must have a strong understanding of the complex tasks within the support representative job function
Maintain a thorough knowledge of all company policies, especially those that affect call-taking metrics or performance standards
Be a part of a culture that has committed to growth and improvement across all lines of business and within all levels of an organization
Monitor and drive performance of the team
Assist with escalated issues and provide direction
Other tasks and responsibilities as assigned
Occasional travel
Qualification
Required
Minimum 3 years working in SaaS customer service, or call center environment with interactions with customers
Experience in HME, Home health or healthcare industry
Knowledge of customer support best practices
Proven track record of analytical skills
Proven ability to work independently
Ability to work in fast paced, collaborative, customer-focused environment
Possess a passion for customer service and exceeding goals
Strong interpersonal, communication, and customer service skills with the ability to resolve challenging issues in a timely manner while mentoring peers
Proficiency with Microsoft Office Suite (Outlook, Word, and Excel)
Must be a quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand
Must be able to work in a fast-paced, collaborative, project-oriented environment with the ability to own areas of the product with minimal supervision
Must have a great attitude, be willing to learn and increasingly strive to improve
Experience working in a remote environment
Preferred
5+ years working in SaaS customer Service
Bachelor's degree in business, healthcare, technology, or relevant field
Experience with Salesforce
Company
Resmed
ResMed provides medical devices to treat and manage sleep apnea and pulmonary diseases.
5001-10000 employees
H1B Sponsorship
Resmed has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (16)
2023 (10)
2022 (21)
2021 (16)
2020 (16)
Funding
Current Stage
Late StageLeadership Team
Michael "Mick" Farrell
Chief Executive Officer
Sanjay Kumar
Chief Technology Officer - ResMed SaaS
Recent News
2024-04-28
Company data provided by crunchbase