Client Support Representative (product Support Representative I) - Remote - Remote Eligible

Client Support Representative (Product Support Representative I) - REMOTE

Responsible dedicated and customer-focused Product Support Representative to join our team. In this role, you'll be the primary point of contact for our customers, providing essential support and technical guidance for our company's software products. This position is highly phone-centric, requiring strong communication skills and a passion for helping others. You will be responsible for resolving customer issues, documenting solutions, and prioritizing cases to meet all key performance metrics.

Responsibilities and duties include:

• Provide timely and accurate technical support to customers via phone and email, handling inbound calls and creating cases within appropriate service level windows.
• Handle inbound calls and create cases within the appropriate service level window following guidelines and procedures.
• Troubleshoot client issues, including downloading and updating key software dependencies, collecting details as necessary.
• Interact with clients to provide and process information in response to inquiries, concerns, and requests about products and services.
• Log, track, and manage customer inquiries and issues in a case management system, ensuring adherence to department guidelines and service level agreements (SLAs).
• Utilize specialized domain knowledge of the software to resolve complex application problems and answer customer questions. 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.
• Contribute to and maintain a knowledge base of common questions and solutions to improve self-service and support efficiency.
• Follow up and make scheduled call backs to clients where necessary.
• Participate in regularly scheduled internal training on Net Health products.
• Required rotation of holiday and weekends.
• 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.)

Salary Range: $15.20 - $19.00 USD