Customer Support Associate – Residential Care Software

ResMed is a global leader in digital health and cloud-connected medical devices that transform care for people outside the hospital. Our SaaS solutions are driving a new era in healthcare—empowering providers with actionable insights and tools to help people stay well, longer.

With one of the largest actionable datasets in the industry, we offer a complete view of individuals as they move between care settings. Our technology connects seamlessly with other networks, enabling better care, lower costs, and more personalized experiences through machine learning, intelligent care paths, and predictive protocols.

As a Customer Support Associate supporting MatrixCare, you will be the first point of contact for customers using our CRM solutions in residential care. You'll help providers manage leads and move-ins more efficiently, while contributing to a collaborative and innovative support team.

The shift for this position is: Monday - Friday, 9am - 6pm EST.

Let's talk about Responsibilities:

• Provide first-tier support to MatrixCare customers, resolving application and technical issues.
• Use internal tools, training, and resources to identify root causes and deliver effective solutions.
• Log customer interactions and issues in Salesforce with accuracy and urgency.
• Perform basic and advanced troubleshooting to replicate and verify reported problems.
• Escalate issues to Tier 2 analysts as needed, following defined support processes.
• Contribute to the knowledge base and support documentation.
• Participate in QA testing, webinars, and mentoring opportunities.
• Communicate proactively with clients regarding common issues and resolutions.
• Collaborate with team members to meet goals and celebrate shared success.

Let's talk about Qualifications and Experience:

• Excellent customer service and communication skills (verbal and written)
• Strong problem-solving and prioritization abilities
• Technical aptitude and willingness to learn
• Ability to work effectively in a team environment
• Bachelor's degree or equivalent experience
• 1–2 years of experience in a related field
• Familiarity with software support methodologies
• Experience in the post-acute healthcare industry

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