Client Support Representative (Product Support Representative I)

About Net Healthâ â

Belong. Thrive. Make a Difference.â â

Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you.â â â

A high-growthâ and profitable company, we help caregivers harness data for human health.â Weâ alsoâ honor and respect the needs of our Net Health family and staff,â which is why weâ offer aâ work-from-anywhere environment and unlimited PTO.â Ourâ welcomingâ and collaborativeâ cultureâ paired with progressive benefits makesâ Net Healthâ the ultimate career home!â

As a leading-edgeâ SaaSâ company in healthcare, we deliver solutions that help patients get better, faster, and liveâ more fulfilling lives. Our software and predictive analytics coverâ theâ continuum of care, fromâ hospital-to-home, across various medical specialties. Come join us andâ start the next chapter of your exciting careerâ while helping othersâ toâ live better lives.â â

World-Class Benefits That Reflect Our World-Classâ Culture.â

Click Here to Learn More!:â

#WorkFromAnywhereâ #UnlimitedPTOâ #ComprehensiveBenefitsPackageâ #EmployeeResourceGroups #CasualDressCode #PrioritizedEmployeeWellnessâ #DiversityAndInclusionâ #AVoiceâ #NewHireSupportâ #CareerDevelopment #EducationalAssistance #EmployeeReferralBonusâ #ProgressiveParentalLeaveâ â â â

JOB OVERVIEW

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.

RESPONSIBILITIES AND DUTIES

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.

QUALIFICATIONS

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.

Experience or familiarity with Revenue Cycle Management (RCM) processes such as medical billing, claims processing, or healthcare financial systems preferred

REQUIRED SOFTWARE EXPERIENCE

Microsoft Office

0-2 years’ experience as a user of common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, etc.)

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.â

Salary Range: $15.20 - $19.00 USD