Remote Technical Support Engineer I – SaaS Healthcare

The Blue Venture Fund

Pittsburgh (Allegheny County)

Remote

USD 30,000 - 38,000

Full time

7 days ago

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Job summary

Net Health is seeking a Technical Support Representative I to provide end-user support for Net Health software across clinical, billing and administrative users. You will own issues from report to resolution and work with other teams to provide timely solutions.

The role requires 1+ years in client service or technical support, familiarity with installing and configuring PC software, and knowledge of SQL Server/TSQL is a plus. Strong documentation and organizational skills are essential.

Qualifications

High School diploma or equivalent GED required.
1+ years of experience in client service or technical support role.
Experience with installation/configuration of PC software and hardware.
Knowledge of Microsoft SQL Server/TSQL a plus.
Experience with computer networking, file shares and Active Directory.
Good documentation, organizational and project management skills.

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.
Research, diagnose, troubleshoot and identify solutions to resolve system issues and following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
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.
Document support cases and develop internal knowledge base for future reference.
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.
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.