Solution Support Representative

Netsmart • Overland Park, KS

1d

About The Position

Provide initial case resolution and routing of incoming support calls. Responsibilities include providing first point of contact support for clients reporting technical or solution issues, diagnosing and resolving standard client questions or problems over the telephone or internet, and documenting inbound support requests with proper notation of client problems or issues. The role also involves attending required training, consuming materials to ensure correct responses to client questions, transferring issues requiring more detailed analysis to experienced associates, and collaborating with internal and external stakeholders to resolve or progress client issues. Netsmart is a company that provides post-acute and human services clients with advanced technology to better serve individuals and patients in their care. The Netsmart team is vision-driven, cause-connected, and passionate about opportunity, fueled by client work and innovation. They focus on providing a candidate experience that mirrors the associate experience.

Requirements

• Associate degree or equivalent relevant work experience

Nice To Haves

• At least 1 year of customer service experience.
• Healthcare solution support experience
• Healthcare clinical workflow experience
• Strong documentation and data gathering skills

Responsibilities

• Provide first point of contact support for clients reporting technical or solution issues.
• Diagnose and resolve standard client questions or problems over the telephone or internet.
• Document inbound support requests and ensure proper notation of client problems or issues.
• Attend required training and consume materials to ensure you can correctly respond to client questions.
• Transfer issues that require more detailed analysis to more experienced associates.
• Collaboration with internal and external stakeholder to resolve or progress client issues forward.

Benefits

• Equal employment and advancement opportunities to all individuals.
• Celebrates diversity and is committed to creating an inclusive environment for all associates.
• Drug-free workplace
• Background check provided at Netsmart’s sole expense.
• EEO rights under the law.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees