Client Support Representative I – Product Support Representative I

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

📋 Description

• Address customer inquiries related to product application support for company software.

• Investigate software application issues, pinpoint problem areas, and suggest corrective actions.

• Propose solutions to customer application-related queries.

• Utilize specialized domain knowledge to assist customers in resolving issues.

• Create and uphold systems that deliver answers to frequently asked questions and issues.

• Analyze and resolve client concerns in accordance with departmental guidelines and timelines.

• Engage with clients regarding inquiries, concerns, and requests related to products and services.

• Diagnose client issues, including the downloading and updating of essential software dependencies.

• Escalate matters to level 3 and/or engineering when necessary.

• Conduct research to gather the necessary information using available resources.

• Offer internal feedback to address issues and improve products.

• Provide support for a range of software applications.

• Retrieve, respond to, and generate client email cases within service-level timeframes.

• Manage incoming calls and create cases within service-level timeframes.

• Organize thoughts and convey oral messages effectively to clients and colleagues.

• Follow up and make scheduled callbacks to clients.

• Participate in regular internal training sessions on Net Health products.

• Carry out other assigned duties as needed.

⛳️ Requirements

• High School Diploma or equivalent GED.

• 0–2 years of experience in a client service or technical support role; may possess a degree or equivalent.

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

• Proficiency in Microsoft Office.

• Willingness to work during some holidays, evenings, and weekends as needed.

• Capability to analyze and resolve client software issues.

• Ability to troubleshoot software dependencies, gather necessary details, and escalate issues to level 3 and/or engineering.

• Strong communication skills with both clients and colleagues.

• Willingness to engage in internal training on Net Health products.

🏝️ Benefits

• Work-from-anywhere environment.

• Unlimited PTO.

• Comprehensive benefits package.

• Employee resource groups.

• Casual dress code.

• Focus on employee wellness.

• Diversity and inclusion initiatives.

• A Voice program.

• New hire support.

• Career development opportunities.

• Educational assistance.

• Employee referral bonuses.

• Progressive parental leave.