Product Support Representative IV - REMOTE

Net Health•Pittsburgh, PA

2d•$20 - $25•Remote

About The Position

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

Requirements

Minimum education High School Diploma or equivalent GED
10+ years of experience in a client service or technical support role; may have degree or equivalent.
Microsoft Office
Common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, MS Project, SmartSheet or equivalent project management software, etc.)

Responsibilities

Serve as a subject matter expert and point of escalation for complex client issues, ensuring timely and thorough resolution using established protocols and independent judgment
Engage in advanced client interactions by diagnosing root causes, recommending strategic solutions, and delivering exceptional support across a suite of software applications
Lead high priority troubleshooting efforts, including software dependency management, detailed case documentation, and coordination with Support colleagues or other teams as needed
Leverage internal tools, logs, and system analytics to proactively investigate patterns and drive long-term solutions
Act as a voice of the customer by delivering insights and feedback to internal stakeholders for product enhancements, support process improvements, and training opportunities
Maintain ownership of escalated cases from intake through resolution, ensuring communication is proactive, clear, and aligned with service level expectations
Support knowledge sharing by creating or refining internal documentation, process flows, and troubleshooting guides
Provide mentorship and technical guidance to junior team members, contributing to their growth and improving team-wide performance
Lead or contribute to internal training sessions, workshops, and knowledge base updates to ensure team alignment on evolving product functionality
Ensure consistent service quality during critical coverage windows, including holidays and off-hours, as needed
Take initiative in identifying process gaps and recommending improvements that enhance client satisfaction and team efficiency
Some holiday, evening and weekend hours will be required as needed to meet client needs and provide adequate coverage.
Mentor or provide creative guidance to junior team members as needed