(Client Support Representative I ) Product Support Representative I - Remote

Net Health - Pittsburgh, PA

Full-time - Entry Level

Remote - Pittsburgh, PA

Professional, Scientific, and Technical Services

About the position

The Product Support Representative I is responsible for providing support to customers regarding the company's software applications. This role involves analyzing and resolving issues, troubleshooting client problems, and recommending solutions to enhance customer satisfaction. The representative will interact with clients, manage inquiries, and maintain systems that provide answers to common questions, all while adhering to department guidelines and timeframes.

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.

Requirements

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

Nice-to-haves

• Active Listening
• Salesforce knowledge
• Teamwork

Benefits

• Work-from-anywhere environment
• Unlimited PTO
• Comprehensive benefits package
• Employee resource groups
• Casual dress code
• Prioritized employee wellness
• Diversity and inclusion initiatives
• New hire support
• Career development opportunities
• Educational assistance
• Employee referral bonus
• Progressive parental leave