Product Support Representative I - REMOTE

Net Health•Pittsburgh, PA

7d•$15 - $19•Remote

About The Position

Responsible for responding to product application support questions from customers regarding the company’s software. Analyzes problems with software applications to identify problem area(s) and recommend corrective action. Recommends solutions to customer application questions. May utilize specialized domain expertise related to the specific application of the software to resolve customer problems. May establish and maintain systems that provide answers to common questions and problems.

Requirements

Minimum education High School Diploma or equivalent GED
0-2 years’ experience in a client service or technical support role; may have degree or equivalent.
Microsoft Office
0-2 years’ experience as a user of common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, etc.)

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 calls and create cases within the appropriate service level window following set guidelines and procedures.
Organize ideas and communicate oral 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 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.