Technical Support Specialist - First-Line Help Desk

Socket.dev; United States; Remote; USD 52,000 - 78,000; Full time

Job summary

Netsmart is seeking a first-contact technical support specialist to resolve routine client issues, document interactions, and route complex cases for deeper analysis. The role includes using AI-enabled and automated support processes to improve workflows.

Ideal candidates will have strong technical aptitude, excellent communication skills, and experience documenting issues and resolutions. Some familiarity with healthcare workflows and CRM/ticketing systems is a plus.

Qualifications

• Proven ability to learn new systems quickly and troubleshoot technical issues.
• Excellent written and verbal communication skills.
• Strong documentation and case-tracking discipline.
• Ability to manage time and prioritize workload effectively.
• Consistent customer service skills in client interactions.
• Associate degree or equivalent relevant work experience.

Responsibilities

• Respond to client support requests via 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 per defined processes.
• Follow established support workflows and service standards, documenting practices accordingly.
• Collaborate with internal teams and external stakeholders to progress issue resolution.
• Maintain adherence to service level agreements and contribute to workflow improvements, including AI-enabled and automated support processes.

Skills

Technical aptitude

Communication skills

Attention to detail

Time management

Customer service

Associate degree or equivalent

Education

Associate degree or equivalent

Tools

CRM software

Job description

Netsmart is seeking a first-contact technical support specialist to resolve routine client issues, document interactions, and route complex cases for deeper analysis. The role includes using AI-enabled and automated support processes to improve workflows.

Ideal candidates will have strong technical aptitude, excellent communication skills, and experience documenting issues and resolutions. Some familiarity with healthcare workflows and CRM/ticketing systems is a plus.