Senior Customer Support Specialist at 177 Brightree LLC — Peachtree Corners, GA

Brightree is a leading provider of cloud-based software solutions that help post-acute care providers streamline operations and improve patient outcomes. As a Senior Customer Support Specialist, you will play a critical role in delivering an exceptional customer experience by resolving complex issues and serving as a trusted advisor to our clients.

In this role, you will provide consultative support on Brightree’s platform, helping customers maximize the value of our solutions. You’ll combine technical expertise, problem-solving skills, and a customer-first mindset to drive resolution, build knowledge, and continuously improve the support experience.

Ideal shift is 9am - 6pm ET.

Let’s talk about Responsibilities:

• Deliver high-quality, consultative support for Brightree applications and related services in a professional, efficient, and customer-focused manner
• Diagnose and resolve a wide range of customer issues—including system configuration, product functionality, and defects—via phone and electronic communication channels
• Investigate and troubleshoot complex issues that may not have standard documented solutions, using critical thinking and creativity
• Create and maintain detailed documentation, including knowledge base articles, issue logs, and resolution steps to support internal teams and customers
• Identify trends or systemic issues that may impact multiple customers and proactively communicate insights, risks, and recommended solutions
• Accurately track and manage all support interactions, ensuring timely follow-up and thorough documentation
• Partner cross-functionally with Product, Engineering, and other internal teams to escalate and resolve issues effectively
• Stay current on Brightree product updates, enhancements, and industry trends to provide informed guidance to customers
• Act as a subject matter expert and mentor to team members, sharing knowledge and promoting best practices
• Contribute to continuous process improvements that enhance the overall customer support experience

Let's talk about Qualifications & Experience:

• 3+ years of experience in SaaS customer support, application support, or help desk environments supporting external customers
• Strong technical aptitude with the ability to troubleshoot complex issues using a logical, structured approach
• Experience with SQL
• Experience with Brightree software
• Proven ability to manage and resolve challenging customer situations with professionalism and urgency
• Excellent communication, interpersonal, and customer service skills
• Strong attention to detail with the ability to document issues clearly and accurately
• Ability to thrive in a fast-paced, collaborative, and customer-centric environment
• Self-starter with a strong sense of ownership, accountability, and continuous improvement
• Proficiency in Microsoft Office (Outlook, Word, Excel)
• Bachelor’s degree in Business, Technology, Computer Science, or related field (or equivalent practical experience)
• Experience supporting SaaS platforms or business management software
• Familiarity with healthcare, post-acute care, or related industries
• Experience contributing to or maintaining knowledge base systems
• Experience working in a remote or distributed team environment

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: $30.91 - $41.21/hr