[Remote] Product Support Representative I - REMOTE
Note: The job is a remote job and is open to candidates in USA. Net Health is a leading-edge SaaS company in healthcare that delivers solutions helping patients live better lives. They are seeking a Product Support Representative I to respond to product application support questions, analyze software issues, and recommend corrective actions to clients. This role involves troubleshooting client issues, providing internal feedback, and participating in training on Net Health products.
Responsibilities
- Analyze and resolve issues for clients using department guidelines and timeframes
- Interact with clients to provide and process information in response to inquiries, concerns, and requests about products and services
- Troubleshoot client issues, including downloading and updating key software dependencies, collecting details as necessary, and escalation of issues to level 3 and/or engineering as necessary to resolve client issues
- Research required information using available resources
- Provide internal feedback to resolve issues and/or enhance product based on client
- Provide support for a suite of software applications
- Retrieve, respond to, and create cases for client emails within the appropriate service level window following set guidelines and procedures
- Handle inbound calls and create cases within the appropriate service level window following set guidelines and procedures
- Organize ideas and communicate oral messages appropriate to the situation to both clients and co-workers
- Follow up and make scheduled call backs to clients where necessary
- Participate in regularly scheduled internal training on Net Health products
- All other duties as assigned
- Some holiday, evening and weekend hours will be required as needed to meet client needs and provide adequate coverage
Skills
- Minimum education High School Diploma or equivalent GED
- 0-2 years' experience in a client service or technical support role; may have degree or equivalent
- Microsoft Office
- 0-2 years' experience as a user of common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, etc.)
Benefits
- Work-from-anywhere environment
- Unlimited PTO
- ComprehensiveBenefitsPackage
- EmployeeResourceGroups
- CasualDressCode
- PrioritizedEmployeeWellness
- DiversityAndInclusion
- AVoice
- NewHireSupport
- CareerDevelopment
- EducationalAssistance
- EmployeeReferralBonus
- ProgressiveParentalLeave
Company Overview