Product Support Representative I - REMOTE

Net Health; Deutschland; Remote; EUR 18.000 - 23.000; Vollzeit

Zusammenfassung

Net Health is seeking a dedicated product application support specialist to respond to customer questions about our software, analyze issues, and recommend corrective actions. You will troubleshoot, escalate to engineering as needed, and contribute to a knowledge base to improve service levels.

This role supports a suite of software applications and requires strong communication with clients and internal teams. Some after-hours or weekend coverage may be needed to meet client needs.

Qualifikationen

• High School Diploma or GED required.
• 0-2 years in a client service or technical support role; degree acceptable.
• Experience with common enterprise software solutions is preferred (NetSuite, Salesforce, Oracle, SAP).

Aufgaben

• Analyze and resolve client issues using departmental guidelines and timelines.
• Interact with clients to provide information in response to inquiries about products and services.
• Troubleshoot client issues, collect details, and escalate to level 3/engineering as needed.
• Research information using available resources to resolve problems.
• Provide feedback to improve product and support processes.
• Handle a suite of software applications and create/respond to cases within SLA.
• Organize information and communicate clearly with clients and colleagues.
• Participate in internal training on Net Health products.
• All other duties as assigned.
• May require some holiday, evening, and weekend hours.

Kenntnisse

Customer service

Technical support

Ausbildung

High School Diploma or GED

Tools

Microsoft Office

NetSuite

Salesforce

Oracle

SAP

Jobbeschreibung

About Net Healthâ¯â¯

Belong. Thrive. Make a Difference.â¯â¯

Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you.â¯â¯â¯

A high-growthâ¯and profitable company, we help caregivers harness data for human health.â¯Weâ¯alsoâ¯honor and respect the needs of our Net Health family and staff,â¯which is why weâ¯offer aâ¯work-from-anywhere environment and unlimited PTO.â¯Ourâ¯welcomingâ¯and collaborativeâ¯cultureâ¯paired with progressive benefits makesâ¯Net Healthâ¯the ultimate career home!â¯

As a leading-edgeâ¯SaaSâ¯company in healthcare, we deliver solutions that help patients get better, faster, and liveâ¯more fulfilling lives. Our software and predictive analytics coverâ¯theâ¯continuum of care, fromâ¯hospital-to-home, across various medical specialties. Come join us andâ¯start the next chapter of your exciting careerâ¯while helping othersâ¯toâ¯live better lives.â¯â¯

World-Class Benefits That Reflect Our World-Classâ¯Culture.â¯

JOB OVERVIEW

Responsible for responding to product application support questions from customers regarding the company’s software. Analyzes problems with software applications to identify problem area(s) and recommend corrective action. Recommends solutions to customer application questions. May utilize specialized domain expertise related to the specific application of the software to resolve customer problems. May establish and maintain systems that provide answers to common questions and problems.

RESPONSIBILITIES AND DUTIES

• 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.

QUALIFICATIONS

• 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.

REQUIRED SOFTWARE EXPERIENCE

• Microsoft Office
• 0-2 years’ experience as a user of common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, etc.)

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.â¯

Salary Range: $15.20 - $19.00 USD

A word on Al-assisted candidate fraud & deepfakes: Our company maintains a zero-tolerance policy for the use of Al tools to misrepresent a candidate's skills, experience, or qualifications during the hiring process. We utilize advanced screening methods to detect such practices and reserve the right to disqualify and report candidates who violate this policy.