Product Support Representative I - REMOTE
About Net Health Belong. Thrive. Make a Difference. Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you. A high-growth and profitable company, we help caregivers harness data for human health. We also honor and respect the needs of our Net Health family and staff, which is why we offer a work-from-anywhere environment and unlimited PTO. Our welcoming and collaborative culture paired with progressive benefits makes Net Health the ultimate career home! As a leading-edge SaaS company in healthcare, we deliver solutions that help patients get better, faster, and live more fulfilling lives. Our software and predictive analytics cover the continuum of care, from hospital-to-home, across various medical specialties. Come join us and start the next chapter of your exciting career while helping others to live better lives. World-Class Benefits That Reflect Our World-Class Culture. Click Here to Learn More!: #WorkFromAnywhere #UnlimitedPTO #ComprehensiveBenefitsPackage #EmployeeResourceGroups #CasualDressCode #PrioritizedEmployeeWellness #DiversityAndInclusion #AVoice #NewHireSupport #CareerDevelopment #EducationalAssistance #EmployeeReferralBonus #ProgressiveParentalLeave JOB OVERVIEW Responsible for responding to product application support questions from customers regarding the company’s software. Analyzes problems with software applications to identify problem area(s) and recommend corrective action. Recommends solutions to customer application questions. May utilize specialized domain expertise related to the specific application of the software to resolve customer problems. May establish and maintain systems that provide answers to common questions and problems. RESPONSIBILITIES AND DUTIES 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 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. 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. REQUIRED SOFTWARE EXPERIENCE Microsoft Office 0-2 years’ experience as a user of common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, etc.) Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as requested to meet the ongoing needs of the organization. Salary Range: $15.20 - $19.00 USD A word on Al-assisted candidate fraud & deepfakes: Our company maintains a zero-tolerance policy for the use of Al tools to misrepresent a candidate's skills, experience, or qualifications during the hiring process. We utilize advanced screening methods to detect such practices and reserve the right to disqualify and report candidates who violate this policy. Apply To This Job