Product Support Representative I - REMOTE

Net Health; Pittsburgh, Northern (Allegheny County, KY); Hybrid; USD 21,000 - 26,000; Full time

Job summary

Net Health is seeking a Product Support Representative I for a fully remote role in the U.S. You will respond to customer questions about the company’s SaaS software, analyze issues, and provide solutions. The position involves troubleshooting, case management, and occasional escalation to engineering as needed.

The role requires a High School diploma or GED and 0–2 years in customer service or technical support, with familiarity in enterprise software like NetSuite or Salesforce.

Qualifications

• High School Diploma or GED required or equivalent.
• 0–2 years' experience in client service or technical support.
• Experience with enterprise software (NetSuite, Salesforce, Oracle, SAP) is a plus.

Responsibilities

• Respond to product application support questions from customers.
• Analyze software issues to identify causes and corrective actions.
• Troubleshoot client issues and escalate to level 3/engineering when needed.
• Provide support for a suite of software applications.
• Create and manage cases for client emails within SLA timelines.
• Handle inbound calls and document interactions with clients.

Skills

Customer service

Technical support

Microsoft Office

NetSuite

Salesforce

Oracle

SAP

Education

High School Diploma or GED

Tools

NetSuite

Salesforce

Oracle

SAP

Job description

Product Support Representative I - REMOTE

Job Category : BU - 10

• Full-Time
• Remote
• Rate : $19 USD per hour

Locations

Showing 1 location

Description

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 weoffer awork-from-anywhere environment and unlimited PTO.Ourwelcomingand collaborativeculturepaired with progressive benefits makesNet Healththe ultimate career home!

As a leading-edgeSaaScompany in healthcare, we deliver solutions that help patients get better, faster, and livemore 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 careerwhile helping otherstolive better lives.

World-Class Benefits That Reflect Our World-ClassCulture.

Click Here to Learn More!:

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

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

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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.