Remote Client Support Specialist I

Net Health; United States; Remote; USD 21,000 - 26,000; Full time

Job summary

Net Health is seeking a responsive Product Application Support specialist to address customer questions about our software. You will analyze problems, identify corrective actions, and provide solutions consistent with domain expertise and product guidelines.

Responsibilities include troubleshooting, case management, client communications, and coordination with engineering when needed. This role may require after-hours coverage to meet client needs in a remote, work-from-anywhere environment in

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.

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 input.
• 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

Customer service

Technical support

Communication

Education

High School Diploma or GED

Tools

Microsoft Office

NetSuite

Salesforce

Oracle

SAP

Job description

Net Health is seeking a responsive Product Application Support specialist to address customer questions about our software. You will analyze problems, identify corrective actions, and provide solutions consistent with domain expertise and product guidelines.

Responsibilities include troubleshooting, case management, client communications, and coordination with engineering when needed. This role may require after-hours coverage to meet client needs in a remote, work-from-anywhere environment in