Net Health is looking for a Product Support Representative to provide technical support and guidance to customers for their software products, resolving customer issues and improving support efficiency.
Requirements
- Microsoft Office
- 0-2 years’ experience as a user of common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, etc.)
Responsibilities
- Provide timely and accurate technical support to customers via phone and email, handling inbound calls and creating cases within appropriate service level windows.
- Troubleshoot client issues, including downloading and updating key software dependencies, collecting details as necessary.
- Utilize specialized domain knowledge of the software to resolve complex application problems and answer customer questions.
- Log, track, and manage customer inquiries and issues in a case management system, ensuring adherence to department guidelines and service level agreements (SLAs).
- Contribute to and maintain a knowledge base of common questions and solutions to improve self-service and support efficiency.
- Retrieve, respond to, and create cases for client emails within the appropriate service level window following set guidelines and procedures.
- Provide support for a suite of software applications
Other
- 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 rotation of holiday and weekends
- Strong communication skills and a passion for helping others
- Unlimited PTO and Comprehensive Benefits Package
