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Customer Support Representative – Brightree

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The Customer Support Representative is responsible for identifying the customer issue and providing a solution to resolve the case. The Representative’s primary objective is to provide consultative responses to the many types of technical and non-technical questions raised by our customers and maintain a high level of customer satisfaction.

Let’s talk about Responsibilities

  • Answer questions regarding the Brightree application and its extended services in a friendly, effective, and efficient manner.
  • Diagnose and resolve complex customer questions or problems over the telephone or through electronic communication in the areas of system configuration/setup, product functionality, and bugs/enhancements.
  • Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions.
  • Track and document inbound support requests and ensure proper notation of customer problems and issues.
  • Work closely with customers to ensure we are providing solutions that meet their needs.
  • Reproduce and document issues that require escalation, including critical issues.
  • Identify parent cases and incidents.  Document according to standard operating procedures, including using Salesforce Chatter.
  • Communicate with team, cross-functional teams and management to research and provide awareness and updates to issues that require escalation, including critical issues.
  • Communicate effectively with business partners, vendors and cross-functional teams for issue identification and resolution.
  • Confirm, document, and escalate release issues.
  • Identify critical issues that may impact all clients, provide proactive communication, technical details, status, and subsequent updates.
  • Mentor and train new staff members.
  • Assist teammates by helping them triage/resolve cases.
  • Ensure all cases are documented according to standard operating procedures, including those escalated by CSRs.
  • Mentor/lead by example, with positivity and professionalism.
  • Document new issues, FAQs, and resolutions to continuously build a robust knowledge base – including reviewing, publishing, and keeping all knowledge articles up to date.
  • Stay abreast of current technology in products, design changes, and new products offered. Share knowledge with other team members.
  • Stay abreast of software releases and new features. Share knowledge with other team members.

Let’s talk about Qualifications and Experience


  • Minimum of 3 years experience in application support, SaaS customer support, or call center environment, providing software support to external customers.
  • Minimum of 3 years experience using Salesforce, or similar, to manage and escalate support cases.
  • Extensive knowledge of customer support best practices.
  • Subject matter expert with multiple Brightree applications and extended services.
  • Strong interpersonal, communication, and customer service skills with the ability to resolve challenging issues promptly while mentoring peers.
  • Customer experience mindset and focus.
  • Technical aptitude and troubleshooting skills to tackle a problem using a logical, systematic sequential approach.
  • Proven ability to resolve challenging issues in a timely manner.
  • Quick learner, self-directed and motivated.
  • Dedication and commitment level to the tasks at hand.
  • Proven ability to work in a fast-paced, collaborative environment with the ability to own areas of the product with minimal supervision.
  • Great attitude, willingness to learn and continuous improvement mindset.
  • Proven ability to deescalate customer concerns and escalations.
  • Deep understanding and experience in HME/DME, medical billing, Home Health and/or healthcare industry.
  • Experience working in a remote workforce.
  • Proficiency with Microsoft Office Suite (Outlook, Word, and Excel)
  • Proficiency with Web Browsers (Explorer, Firefox, Chrome, and Safari)
  • Bachelor’s degree in finance, business, healthcare, technology, or a relevant field strongly preferred; equivalent combination of education and experience will be considered.


  • Experience with Salesforce
  • Experience with supporting hardware, API integrations, and reading log files
  • Working knowledge of the software development life cycle