Technical Support Specialist — AI-Driven Helpdesk

Netsmart; Overland Park (KS); On-site; USD 42,000 - 62,000; Full time

Job summary

Netsmart is seeking a first-contact technical support specialist to provide primary assistance to clients via phone, portal, and remote tools. You will resolve routine issues and route complex cases for escalation, ensuring accurate documentation and alignment with service standards.

Responsibilities include documenting interactions, collaborating with internal teams, and contributing to AI-enabled and automated support process improvements while maintaining SLA compliance.

Qualifications

• Strong technical aptitude and ability to learn new systems quickly
• Excellent written and verbal communication skills
• Attention to detail in documentation and case tracking
• Ability to manage time and prioritize workload
• Consistent customer service skills in client interactions
• Associate degree or equivalent relevant work experience

Responsibilities

• Respond to client support requests through phone, portal, and remote tools and resolve routine technical or solution issues
• Diagnose client problems using standard troubleshooting methods and knowledge resources
• Document all support interactions, issue details, and resolution steps in tracking systems
• Escalate or transfer issues requiring deeper technical analysis based on defined processes
• Follow established support workflows, service standards, and documentation practices
• Collaborate with internal teams and external stakeholders to progress issue resolution
• Maintain adherence to service level agreements and contribute to workflow improvements, including use of AI-enabled and automated support processes

Skills

Technical aptitude

Communication skills

Documentation accuracy

Time management

Customer service

Education

Associate degree or equivalent relevant work experience

Tools

Ticketing software

CRM software

Job description

Netsmart is seeking a first-contact technical support specialist to provide primary assistance to clients via phone, portal, and remote tools. You will resolve routine issues and route complex cases for escalation, ensuring accurate documentation and alignment with service standards.

Responsibilities include documenting interactions, collaborating with internal teams, and contributing to AI-enabled and automated support process improvements while maintaining SLA compliance.