Client Support Representative I (Product Support Representative I) - REMOTE
About the role
The organization operates in the healthcare SaaS industry, providing software and predictive analytics that support patient care across the continuum from hospital to home. It focuses on enabling caregivers to use data effectively to improve patient outcomes across various medical specialties. The company emphasizes a collaborative culture, work-from-anywhere flexibility, and progressive benefits to support its employees. The CLIENT SUPPORT REPRESENTATIVE I (PRODUCT SUPPORT REPRESENTATIVE I) is responsible for addressing customer inquiries and issues related to the company’s software applications. This role ensures clients receive timely and effective solutions, contributing to improved user experience and client satisfaction. The position plays a key role in maintaining service quality by troubleshooting problems and escalating complex issues as needed.
Responsibilities
- Analyze and resolve client issues following department guidelines and timelines
- Communicate with clients to address inquiries, concerns, and requests regarding products and services
- Troubleshoot software issues, including downloading and updating dependencies
- Escalate unresolved problems to higher-level support or engineering teams
- Research information using available resources
- Provide internal feedback to improve products based on client input
- Support a suite of software applications
- Manage client communication via email and inbound calls within service level agreements
- Organize and convey information appropriately to clients and team members
- Follow up with clients as necessary
- Participate in regular internal training sessions on products
- Perform other duties as assigned
- Work some holiday, evening, and weekend hours to ensure client support coverage
Requirements
- High school diploma or equivalent GED
- 0-2 years of experience in client service or technical support roles; relevant degree or equivalent may apply
- Experience using common enterprise software solutions such as Microsoft Office, NetSuite, Salesforce, Oracle, or SAP
Pay
Salary Range: $15.20 - $19.00 USD