Product Support Representative IV - Remote

Net Health is a high-growth SaaS healthcare company that delivers solutions to improve patient care and lives through software and analytics, offering a flexible work environment and progressive benefits.

Location: Remote (US)

Salary: $19.62–$24.52/hr

Responsibilities

• 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

Requirements

• 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.

Benefits

• Work-from-anywhere environment
• Unlimited PTO
• Progressive benefits

Additional Information

• 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.