[Remote] Client Support Representative I (Product Support Representative I) - REMOTE
Note: The job is a remote job and is open to candidates in USA. Net Health is a leading-edge SaaS company in healthcare, dedicated to helping caregivers harness data for human health. The Client Support Representative I is responsible for responding to product application support questions and troubleshooting client issues to enhance customer satisfaction.
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
- 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 tickets and create cases within the appropriate service level window following set guidelines and procedures
- Organize ideas and communicate 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 Limber Health and 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
Skills
- High School Diploma or equivalent GED
- 1-2 years' experience in a client service or technical support role; may have degree or equivalent
- Microsoft Office
- Google Suite
- 1-2 years' experience as a user of common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, Freshdesk etc.)
- Healthcare customer support experience desired
Benefits
- Work From Anywhere
- Unlimited PTO
- Comprehensive Benefits Package
- Employee Resource Groups
- Casual Dress Code
- Prioritized Employee Wellness
- Diversity And Inclusion
- A Voice
- New Hire Support
- Career Development
- Educational Assistance
- Employee Referral Bonus
- Progressive Parental Leave
Company Overview
Company H1B Sponsorship