Product Support Representative I

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

📋 Description

• Address customer inquiries related to product application support concerning the company’s healthcare software.

• Evaluate software application issues, pinpoint problematic areas, and suggest corrective measures.

• Offer solutions to customer application queries.

• Utilize specialized domain knowledge to assist customers as necessary.

• Create and uphold systems that provide responses to frequently asked questions and issues.

• Investigate and resolve client concerns while adhering to departmental guidelines and timelines.

• Engage with clients regarding product and service questions, issues, and requests.

• Diagnose client challenges and escalate unresolved matters to level 3 and/or engineering teams.

• Supply internal feedback to address issues and improve products based on client input.

• Deliver support for a range of software applications.

• Retrieve, respond to, and create client email cases within designated service-level agreements.

• Manage inbound calls and generate cases within service-level agreements.

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

• Participate in regularly scheduled training sessions on Net Health products.

• Undertake additional duties as assigned.

• Be available to work during holidays, evenings, and weekends as required to meet client demands and provide coverage.

⛳️ Requirements

• High School Diploma or an equivalent GED.

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

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

• Proficiency in Microsoft Office software.

• Capability to analyze and resolve client issues in accordance with departmental guidelines and timelines.

• Ability to troubleshoot software problems, including downloading and updating essential software dependencies.

• Competence in gathering necessary information and escalating issues to level 3 and/or engineering.

• Skill in researching information using available resources.

• Proficient communication with clients and co-workers.

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

🏝️ 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.

• Support for new hires.

• Career development opportunities.

• Educational assistance.

• Employee referral bonus.

• Progressive parental leave.