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Resmed · 2 months ago

Software Support Analyst I

United States

Full-time

Remote

Entry Level

$20/hr - $33.69/hr

1+ years exp

Resmed is a company focused on improving healthcare and supporting its clients through innovative solutions. The Software Support Analyst I role involves providing effective software support to clients, troubleshooting issues, and contributing to the knowledge base while working in a collaborative environment.

Health CareHealth DiagnosticsMedicalMedical Device

H1B Sponsor Likely

Responsibilities

Provide effective software support to clients and customers reporting problems with MatrixCare and supporting products

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 problems

Utilize 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 supervision

Contribute to the maintenance and improvement of knowledge base as a tier one resource

Escalate calls to second tier analyst according to defined support processes

Perform assigned tasks such as testing reported issues, webinars and mentoring

Demonstrate proactive communication to clients after identifying common issues reported to support

Contribute to the monthly team goals

Participate in paid after hour on call rotation

Qualification

Software support methodologiesCustomer serviceProblem-solvingClinical experienceTeamworkMulti-taskingBasic computer skillsAnalytical skillsVerbal communicationWritten communication

Required

Excellent customer service skills

Good problem-solving and prioritization abilities

Excellent verbal and written communication skills

Basic computer skills

Ability to work in a team environment

Ability to multi-task

Bachelor's Degree or equivalent work experience

Ability to solve clinical problems on an innovative home health software product

One to two years' experience working with software support

Prior Helpdesk a plus

Preferred

Knowledge of software support methodologies and/or the post-acute healthcare industry

Home health or clinical experience

Benefits

Comprehensive medical

Vision

Dental

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)

Tuition assistance

Fifteen days Paid Time Off (PTO)

11 paid holidays plus 3 floating days

14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members

Company

Resmed

Glassdoor4.0

ResMed provides medical devices to treat and manage sleep apnea and pulmonary diseases.

Founded in 1989

Sydney, New South Wales, AUS

5001-10000 employees

https://www.resmed.com.au

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)