Technical Support Representative I (Technical Support Engineer I) - REMOTE

About Net Health  

Belong. Thrive. Make a Difference.  

Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you.   

A high-growth and profitable company, we help caregivers harness data for human health. We also honor and respect the needs of our Net Health family and staff, which is why we offer a work-from-anywhere environment and unlimited PTO. Our welcoming and collaborative culture paired with progressive benefits makes Net Health the ultimate career home! 

As a leading-edge SaaS company in healthcare, we deliver solutions that help patients get better, faster, and live more fulfilling lives. Our software and predictive analytics cover the continuum of care, from hospital-to-home, across various medical specialties. Come join us and start the next chapter of your exciting career while helping others to live better lives.  

World-Class Benefits That Reflect Our World-Class Culture. 

Click Here to Learn More!: 

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

JOB OVERVIEW

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.  

RESPONSIBILITIES AND DUTIES

• 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 and 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.

INTERACTION

This role will work closely with key departmental and project stakeholders across the organization. Therefore, the ability to work collaboratively and effectively with all levels of management and staff within the organization is a key priority in this role. No supervisory responsibilities required for this position.

COMMUNICATION AND COGNITIVE ABILITIES

• 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.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization. 

Salary Range: $19.20 - $24.00 USD

A word on Al-assisted candidate fraud & deepfakes: Our company maintains a zero-tolerance policy for the use of Al tools to misrepresent a candidate's skills, experience, or qualifications during the hiring process. We utilize advanced screening methods to detect such practices and reserve the right to disqualify and report candidates who violate this policy.