Product Support Representative IV - REMOTE

Description 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 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 as needed Leverage internal tools, logs, and system analytics to proactively investigate patterns and drive long-term solutions Act as a voice of the customer by 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 communication is proactive, clear, and 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, contributing to their growth and improving team-wide performance Lead or contribute to internal training sessions, workshops, and knowledge base updates to ensure team alignment on evolving product functionality Ensure consistent service quality during critical coverage windows, including holidays and off-hours, as needed Take initiative in identifying process gaps and recommending improvements that enhance client satisfaction and team efficiency Some holiday, evening and weekend hours will be required as needed to meet client needs and provide adequate coverage. 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; may have degree or equivalent. Position Description REQUIRED SOFTWARE EXPERIENCE Microsoft Office Common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, MS Project, SmartSheet or equivalent project management software, etc. Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as requested to meet the ongoing needs of the organization. Hourly Range: $19.62 - $24.52 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.