[Hiring] Technical Support Representative I @Net Health

Role Description

The Technical Support Representative I is responsible for end user support of Net Health software applications serving clients in all roles including technical, clinical, billing, and administrative. Primary responsibilities include taking ownership of client issues and questions reported and seeing problems through to resolution.

• 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.
• Research, diagnose, troubleshoot, and identify solutions to resolve system issues, following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• 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.
• Document support cases and develop internal knowledge base for future reference.
• 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.
• 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

• High School diploma or equivalent GED required.
• 1+ years of experience in client service or technical support role.
• Experience with installation/configuration of PC software and hardware.
• Knowledge of Microsoft SQL Server/TSQL a plus.
• Experience with computer networking, file shares, and Active Directory.
• Good documentation, organizational, and project management skills.

Requirements

• Cooperate with matrixed team members to meet goals or complete tasks.
• Must be comfortable working in ambiguous and/or stressful situations.
• Must be self-motivated and know when to seek guidance; detail-orientation is a must.
• Flexibility, ability to change priorities quickly, and capacity to handle multiple tasks.
• Effective collaborator with proven process improvement skills.
• Exceptional organization and time management skills.
• Excellent communication and interpersonal skills.
• Ability to consistently learn new technologies and apply those concepts to customer’s needs.
• Ability to work as part of a geographically dispersed team.
• Ability to work independently and as part of a team.
• Keep up to date on technology trends, developments & best practices.
• Ability to communicate effectively to both technical & non-technical audiences.

Benefits

• #WorkFromAnywhere
• #UnlimitedPTO
• #ComprehensiveBenefitsPackage
• #EmployeeResourceGroups
• #CasualDressCode
• #PrioritizedEmployeeWellness
• #DiversityAndInclusion
• #AVoice
• #NewHireSupport
• #CareerDevelopment
• #EducationalAssistance
• #EmployeeReferralBonus
• #ProgressiveParentalLeave