Technical Support Representative I – Technical Support Engineer I

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

📋 Description

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

• Engage with clients to deliver and manage information regarding products and services.

• Investigate, diagnose, troubleshoot, and determine solutions for system-related issues.

• Refer unresolved matters to the appropriate internal teams, including Level 3 support and engineering.

• Resolve client issues related to downloading and updating software dependencies.

• Gather essential details regarding issues.

• Utilize available resources to research necessary information.

• Provide internal feedback to rectify issues and improve products based on client insights.

• Document support cases and create content for the internal knowledge base.

• Offer support for a range of software applications.

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

• Organize thoughts and communicate messages effectively to clients and colleagues.

• Follow up and conduct scheduled callbacks to clients when necessary.

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

• Collaborate with departmental and project stakeholders throughout the organization.

• Undertake other related responsibilities as assigned.

⛳️ Requirements

• High School diploma or equivalent GED is required.

• A minimum of 1 year of experience in a client service or technical support role.

• Experience in the installation and configuration of PC software and hardware.

• Familiarity with Microsoft SQL Server/TSQL is advantageous.

• Knowledge of computer networking, file sharing, and Active Directory.

• Strong documentation, organizational, and project management skills.

• Ability to work collaboratively and effectively with all levels of management and staff.

• Comfortable in ambiguous and/or high-stress situations.

• Self-driven and aware of when to seek assistance.

• Detail-oriented.

• Flexible and capable of swiftly changing priorities while managing multiple tasks.

• Effective collaborator with a proven track record in process improvement.

• Exceptional organizational and time management abilities.

• Excellent communication and interpersonal skills.

• Capacity to continually learn new technologies and adapt concepts to meet customer needs.

• Ability to work as part of a geographically dispersed team.

• Competence to work independently and collaboratively within a team.

• Ability to stay updated on technology trends, developments, and best practices.

• Proficient in communicating effectively with both technical and non-technical audiences.

🏝️ Benefits

• Work-from-anywhere environment.

• Unlimited PTO.

• Comprehensive benefits package.

• Employee resource groups.

• Casual dress code.

• Prioritized employee wellness.

• Diversity and inclusion programs.

• A Voice program.

• New hire support.

• Career development opportunities.

• Educational assistance.

• Employee referral bonus.

• Progressive parental leave.