Client Support Representative I (Product Support Representative I) - REMOTE

Net Health; Pittsburgh (Allegheny County); On-site; USD 22,000 - 26,000; Full time

Benefits offered by this job

Unlimited PTO

Comprehensive Benefits Package

Work-from-Anywhere Environment

Job summary

Net Health is seeking a customer-focused support specialist to respond to product application questions, analyze software issues, and provide solutions for a range of healthcare software products. You will troubleshoot, escalate when necessary, and contribute to improving the product through feedback.

The role may require some holiday, evening, and weekend hours to meet client needs, with the opportunity to work in a supportive, collaborative environment and access comprehensive benefits.

Qualifications

• 0-2 years’ experience in a client service or technical support role.

Responsibilities

• Analyze and resolve issues for clients using department guidelines.
• Interact with clients to provide information in response to inquiries about products and services.
• Troubleshoot client issues and escalate as needed to resolve problems.
• Research required information using available resources.
• Provide internal feedback to resolve issues and enhance product.
• Provide support for a suite of software applications.
• Create cases for client emails and handle inbound calls within service levels.
• Communicate ideas clearly to clients and coworkers.
• Follow up with clients with scheduled callbacks.
• Participate in regular internal training on Net Health products.

Skills

Customer service

Communication

Education

High School Diploma or GED

Tools

Microsoft Office

NetSuite

Salesforce

Oracle

SAP

Job description

Belong. Thrive. Make a Difference.

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.

About Net Health

Belong. Thrive. Make a Difference.

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.

A high-growthand profitable company, we help caregivers harness data for human health. Wealsohonor and respect the needs of our Net Health family and staff,which is why we offer a work-from-anywhere environment and unlimited PTO. Ourwelcomingand collaborativeculturepaired with progressive benefits makes Net Health the ultimate career home!

As a leading-edgeSaaScompany in healthcare, we deliver solutions that help patients get better, faster, and live more fulfilling lives. Our software and predictive analytics coverthecontinuum of care, fromhospital-to-home, across various medical specialties. Come join us andstart the next chapter of your exciting career while helping otherstolive better lives.

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.

Salary Range: $15.20 - $19.00 USD

Candidate Integrity & Monitoring Notice

We maintain a zero-tolerance policy for using AI tools, deepfakes, or impersonation to misrepresent a candidate's identity, skills, or qualifications during hiring. We use screening and identity verification methods to detect this and reserve the right to disqualify and report violations. Company-issued equipment, systems, and network activity are monitored for security and compliance purposes; details are provided during interviews and in our employee policies.

#WorkFromAnywhere#UnlimitedPTO#ComprehensiveBenefitsPackage#EmployeeResourceGroups #CasualDressCode #PrioritizedEmployeeWellness#DiversityAndInclusion#AVoice#NewHireSupport#CareerDevelopment #EducationalAssistance #EmployeeReferralBonus#ProgressiveParentalLeave