Solution Support Representative

Netsmart; Overland Park (KS); On-site; USD 38,000 - 52,000; Full time

Job summary

Netsmart is seeking a Solution Support Representative in the United States to be the first point of contact for clients with technical or solution-related issues. The role focuses on problem solving, customer support, and collaboration with cross-functional teams to ensure client success.

The position requires an associate degree or equivalent experience, with preference for 1+ year in customer service and healthcare solution support experience.

Qualifications

• Required Associate degree or equivalent relevant work experience.
• Preferred At least 1 year of customer service experience.
• Healthcare solution support experience
• Healthcare clinical workflow experience
• Strong documentation and data gathering skills

Responsibilities

• Provide first point of contact support for clients reporting technical or solution issues.
• Diagnose and resolve standard client questions or problems over the telephone or internet.
• Document inbound support requests and ensure proper notation of client problems or issues.
• Attend required training and consume materials to ensure you can correctly respond to client questions.
• Transfer issues that require more detailed analysis to more experienced associates.
• Collaboration with internal and external stakeholder to resolve or progress client issues forward.

Skills

Customer service

Documentation

Problem solving

Communication

Education

Associate degree or equivalent

Job description

About Netsmart

At Netsmart, improving care delivery isn’t just our aspiration; it’s our passion! For more than 50 years, we’ve been a healthcare software company developing technology and providing services in behavioral health, human services, and post-acute markets. We collaborate with organizations and partner with our clients across the care spectrum to anticipate challenges, identify obstacles, and recognize new opportunities as healthcare evolves. We continuously strive to advance our Netsmart technologies and offerings beyond the EHR by embracing new technology trends that empower healthcare professionals to provide the best possible care.

Position Overview

We’re looking for a Solution Support Representative to serve as the first point of contact for clients experiencing technical or solution-related issues. This role is ideal for someone who enjoys problem solving, providing excellent customer support, and collaborating with cross-functional teams to ensure client success.

Responsibilities

• Provide first point of contact support for clients reporting technical or solution issues.
• Diagnose and resolve standard client questions or problems over the telephone or internet.
• Document inbound support requests and ensure proper notation of client problems or issues.
• Attend required training and consume materials to ensure you can correctly respond to client questions.
• Transfer issues that require more detailed analysis to more experienced associates.
• Collaboration with internal and external stakeholder to resolve or progress client issues forward.

Qualifications

• Required Associate degree or equivalent relevant work experience
• Preferred At least 1 year of customer service experience.
• Healthcare solution support experience
• Healthcare clinical workflow experience
• Strong documentation and data gathering skills

Equal Opportunity

Netsmart is proud to be an equal opportunity workplace and is an affirmative action employer, providing equal employment and advancement opportunities to all individuals. We celebrate diversity and are committed to creating an inclusive environment for all associates. All employment decisions at Netsmart, including but not limited to recruiting, hiring, promotion and transfer, are based on performance, qualifications, abilities, education and experience. Netsmart does not discriminate in employment opportunities or practices based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, physical or mental disability, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.

Netsmart desires to provide a healthy and safe workplace and, as a government contractor, Netsmart is committed to maintaining a drug-free workplace in accordance with applicable federal law. Pursuant to Netsmart policy, all post-offer candidates are required to successfully complete a pre-employment background check, including a drug screen, which is provided at Netsmart’s sole expense. In the event a candidate tests positive for a controlled substance, Netsmart will rescind the offer of employment unless the individual can provide proof of valid prescription to Netsmart’s third-party screening provider.

If you are located in a state which grants you the right to receive information on salary range, pay scale, description of benefits or other compensation for this position, please use this form to request details which you may be legally entitled. All applicants for employment must be legally authorized to work in the United States. Netsmart does not provide work visa sponsorship for this position. Netsmart's Job Applicant Privacy Notice may be found here.

Have you ever been to a doctor’s office and submitted your information electronically? Had a telehealth video visit with a therapist? Or scheduled a follow-up visit with your provider through a mobile app? These are just a few examples of how you may have used healthcare technology software in your life as a consumer. Many people view the operating system of healthcare as the electronic health record, but at Netsmart we have a comprehensive platform of solutions and services we offer for our clients. At Netsmart, we provide our post-acute and human services clients with advanced technology to better serve the individuals and patients in their care. Our Netsmart team is vision driven, cause connected and passionate about opportunity. A combination of inspiration through our client work paired with the ability to innovate and explore fuels the success of our associates and company as a whole. Netsmart is focused on providing a candidate experience that mirrors our associate experience. The CandE Winners - Talent Board We are proud to be named one of Ingram’s Best Companies to Work For. If you require accessibility assistance or accommodation for a disability when navigating our website or completing the application process, please contact 1-800-842-1973, option 4 or [e-mail] for assistance. US Applicants: Learn more about your EEO rights under the law (en Español). Netsmart’s Aff… etc.