Solution Support Analyst

Netsmart Technologies • Overland Park, KS

9d

About The Position

We are seeking a customer-focused Technical Support professional to provide application support for our software solutions. In this role, you will partner with clients to troubleshoot issues, answer technical questions, and ensure a seamless user experience.

Requirements

• Bachelor's Degree or equivalent relevant work experience

Nice To Haves

• At least 2 years of experience in a customer service environment
• Experience supporting software applications or web-based products
• Strong problem-solving skills and interest in technical troubleshooting
• Experience working in healthcare technology, including familiarity with clinical workflows or supporting healthcare solutions
• SQL database and query knowledge

Responsibilities

• Provide technical support to clients on application-related questions across several web-based SaaS products.
• Own client support requests from intake through resolution, including troubleshooting issues related to configuration, functionality, bugs, and enhancements, while providing timely follow-up and communication.
• Document problems and solutions on how to properly address client or product problems for widespread use throughout the support team.
• Escalate complex or high-impact issues with clear documentation and context, collaborating with senior team members and cross-functional partners (e.g., Product, Engineering, Analytics) to drive resolution.
• Lead and support client-facing webinars and training sessions to educate users on system functionality, best practices, and new features.

Benefits

• Netsmart is proud to be an equal opportunity workplace and is an affirmative action employer, providing equal employment and advancement opportunities to all individuals.
• We celebrate diversity and are committed to creating an inclusive environment for all associates.
• All employment decisions at Netsmart, including but not limited to recruiting, hiring, promotion and transfer, are based on performance, qualifications, abilities, education and experience.
• Netsmart does not discriminate in employment opportunities or practices based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, physical or mental disability, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.
• Netsmart desires to provide a healthy and safe workplace and, as a government contractor, Netsmart is committed to maintaining a drug-free workplace in accordance with applicable federal law.
• Pursuant to Netsmart policy, all post-offer candidates are required to successfully complete a pre-employment background check, including a drug screen, which is provided at Netsmart’s sole expense.
• In the event a candidate tests positive for a controlled substance, Netsmart will rescind the offer of employment unless the individual can provide proof of valid prescription to Netsmart’s third party screening provider.
• If you are located in a state which grants you the right to receive information on salary range, pay scale, description of benefits or other compensation for this position, please use this form to request details which you may be legally entitled.
• All applicants for employment must be legally authorized to work in the United States.
• Netsmart does not provide work visa sponsorship for this position.
• Netsmart's Job Applicant Privacy Notice may be found here .

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level