Net Health · 2 days ago

Product Support Representative I - Remote

Pittsburgh, PA

Full-time

Remote

New Grad, Entry Level

0+ years exp

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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.

Qualification

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Client serviceTechnical supportMicrosoft OfficeNetSuiteSalesforceOracleSAPProblem analysis