Net Health is looking to solve the problem of providing effective product application support to their customers by analyzing and resolving issues, troubleshooting client problems, and recommending solutions to enhance their software.
Requirements
- Microsoft Office
- 0-2 years’ experience as a user of common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, etc.)
Responsibilities
- Analyzes problems from client perspective training best practices, problem solving techniques and identify software defects and recommending corrective action.
- Recommends solutions to customer application questions via phone and email.
- 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.
- Analyze and resolve issues for clients using department guidelines and timeframes
- Troubleshoot client issues, including downloading and updating key software dependencies, collecting details as necessary, training client updates and generally answering all questions as necessary
- Provide internal feedback to resolve issues and/or enhance product based on client
Other
- Responsible for responding to product application support questions from customers regarding the company’s software.
- Interact with clients to provide and process information in response to inquiries, concerns, and requests about products and services.
- Research required information using available resources.
- 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 up to 40 inbound calls daily 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.
- Weekends will be required on a rotating shift among team members
- 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.
