Product Support Representative IV - REMOTE

Product Support Representative IV (Remote)

Net Health is a high-growth, profitable company dedicated to helping caregivers harness data for human health. We deliver cutting-edge SaaS solutions that enable patients to achieve better, faster outcomes and live more fulfilling lives.

About Net Health:

• Belong. Thrive. Make a Difference.
• A high-growth and profitable company helping caregivers harness data for human health.
• Offers a work-from-anywhere environment and unlimited PTO.
• Features a welcoming, collaborative culture with progressive benefits.
• A leading-edge SaaS company in healthcare, providing solutions across the continuum of care.

World-Class Benefits:

• Work From Anywhere
• Unlimited PTO
• Comprehensive Benefits Package
• Employee Resource Groups
• Casual Dress Code
• Prioritized Employee Wellness
• Diversity and Inclusion
• A Voice
• New Hire Support
• Career Development
• Educational Assistance
• Employee Referral Bonus
• Progressive Parental Leave

JOB OVERVIEW:

Responsible for responding to product application support questions from clients regarding the company’s software. Provides resolutions to an assortment of problems of moderately complex scope. Analyzes problems with software applications to identify problem area(s) and recommend corrective action. Recommends solutions to client application questions. May utilize specialized domain expertise related to the specific application of the software to resolve client problems. May establish and maintain systems that provide answers to common questions and problems.

RESPONSIBILITIES AND DUTIES:

• Serve as a subject matter expert and point of escalation for complex client issues, ensuring timely and thorough resolution using established protocols and independent judgment.
• Engage in advanced client interactions by diagnosing root causes, recommending strategic solutions, and delivering exceptional support across a suite of software applications.
• Lead high priority troubleshooting efforts, including software dependency management, detailed case documentation, and coordination with Support colleagues or other teams.
• Leverage internal tools, logs, and system analytics to proactively investigate patterns and drive long-term solutions.
• Act as a voice of the customer, delivering insights and feedback to internal stakeholders for product enhancements, support process improvements, and training opportunities.
• Maintain ownership of escalated cases from intake through resolution, ensuring proactive, clear communication aligned with service level expectations.
• Support knowledge sharing by creating or refining internal documentation, process flows, and troubleshooting guides.
• Provide mentorship and technical guidance to junior team members.
• Lead or contribute to internal training sessions, workshops, and knowledge base updates.
• Ensure consistent service quality during critical coverage windows, including holidays and off-hours.
• Take initiative in identifying process gaps and recommending improvements that enhance client satisfaction and team efficiency.
• Some holiday, evening, and weekend hours may be required.
• Mentor or provide creative guidance to junior team members as needed.

QUALIFICATIONS:

• Minimum education: High School Diploma or equivalent GED.
• 10+ years of experience in a client service or technical support role; degree or equivalent may be considered.

REQUIRED SOFTWARE EXPERIENCE:

• Microsoft Office
• Common enterprise software solutions (e.g., NetSuite, Salesforce, Oracle, SAP, MS Project, SmartSheet, or equivalent project management software).

Note: This job description is not intended to be all-inclusive.

Compensation:

• Hourly Range: $19.62 - $24.52 USD

A word on AI-assisted candidate fraud & deepfakes:

Net Health maintains a zero-tolerance policy for the use of AI tools to misrepresent a candidate's skills, experience, or qualifications. We utilize advanced screening methods to detect such practices and reserve the right to disqualify and report candidates who violate this policy.