Client Support Representative I – Product Support Representative I

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Evaluate and address client issues in accordance with departmental guidelines and timelines.

• Engage with clients to deliver and process information in response to their inquiries, concerns, and requests regarding products and services.

• Diagnose client problems, including downloading and updating essential software components, gathering necessary details, and escalating issues to level 3 and/or engineering as needed to resolve client concerns.

• Investigate necessary information utilizing available resources.

• Offer internal insights to address issues and/or improve products based on client feedback.

• Provide assistance for a range of software applications.

• Manage, respond to, and generate cases for client emails within the designated service level timeframe, adhering to established guidelines and procedures.

• Handle incoming calls and create cases within the specified service level timeframe, following defined guidelines and procedures.

• Organize thoughts and convey verbal messages suitable for the context to both clients and colleagues.

• Conduct follow-ups and make scheduled callbacks to clients when necessary.

• Take part in regularly scheduled internal training sessions focused on Net Health products.

⛳️ Requirements

• High School Diploma or equivalent GED.

• 0-2 years of experience in a client service or technical support position; may possess a degree or its equivalent.

• Proficiency in Microsoft Office.

• 0-2 years of experience as a user of common enterprise software solutions (e.g., NetSuite, Salesforce, Oracle, SAP, etc.).

🏝️ Benefits

• Work-from-anywhere environment.

• Unlimited PTO.

• Comprehensive benefits package.

• Employee resource groups.

• Casual dress code.

• Prioritized employee wellness.

• Commitment to diversity and inclusion.

• Support for new hires.

• Opportunities for career development.

• Educational assistance.

• Employee referral bonus.

• Progressive parental leave.