[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 provides solutions to help patients improve their lives. The Product Support Representative I is responsible for responding to customer inquiries regarding the company's software, analyzing problems, and recommending corrective actions to enhance customer experience.

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
• Comprehensive benefits package
• Employee resource groups
• Casual dress code
• Prioritized employee wellness
• Diversity and inclusion
• A voice
• New hire support
• Career development
• Educational assistance
• Employee referral bonus
• Progressive parental leave

Company Overview