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Client Support Representative I – Product Support Representative I
Net HealthProduct Support Representative assisting clients with software application issues at Net Health. Analyzing problems and recommending corrective actions to enhance client experience.
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
troubleshootingsoftware dependency managementcase management
Soft Skills
client interactioncommunicationorganizationproblem-solvingfeedback provision
Tools & Technologies
Microsoft OfficeNetSuiteSalesforceOracleSAP
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
client servicetechnical supportservice level agreementsinternal trainingproduct enhancement
Tech Stack
Tools & technologiesOracle
About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- High School Diploma or equivalent GED
- 0-2 years’ experience in a client service or technical support role; may have degree or equivalent.
- Microsoft Office
- 0-2 years’ experience as a user of common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, etc.)
Benefits
Comp & perks- work-from-anywhere environment
- unlimited PTO
- comprehensive benefits package
- employee resource groups
- casual dress code
- prioritized employee wellness
- diversity and inclusion
- new hire support
- career development
- educational assistance
- employee referral bonus
- progressive parental leave