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Product Support Specialist

4 weeks ago

Pittsburgh, Pennsylvania, United States Net Health Full time
About Net Health

Net Health is a high-growth and profitable company that helps caregivers harness data for human health. We offer a work-from-anywhere environment and unlimited PTO, making us a great place to work. Our welcoming and collaborative culture paired with progressive benefits makes Net Health the ultimate career home.

Job Overview

As a Product Support Representative, you will be responsible for responding to product application support questions from customers regarding our software. You will analyze problems with software applications to identify problem areas and recommend corrective action. You will also recommend solutions to customer application questions and may utilize specialized domain expertise related to the specific application of the software to resolve customer 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 feedback
  • 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
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
Required Software Experience
  • Microsoft Office
  • 0-2 years' experience as a user of common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, etc.)