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Job Description: Analyze and resolve client issues using department guidelines and timeframes Interact with clients to provide and process information about products and services Research, diagnose, troubleshoot and identify solutions for system issues Escalate unresolved issues to appropriate internal teams, including Level 3 and engineering Troubleshoot client issues involving downloading and updating software dependencies Collect necessary issue details Research required information using available resources Provide internal feedback to resolve issues and enhance products based on client feedback Document support cases and develop internal knowledge base content Provide support for a suite of software applications Retrieve, respond to and create client email cases within appropriate service-level windows Organize ideas and communicate messages appropriately to clients and coworkers Follow up and make scheduled client callbacks when necessary Participate in regularly scheduled internal training on Net Health products Collaborate with departmental and project stakeholders across the organization Perform other related duties as assignedRequirements: 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 is a plus Experience with computer networking, file shares and Active Directory Good documentation, organizational and project management skills Ability to work collaboratively and effectively with all levels of management and staff Comfortable working in ambiguous and/or stressful situations Self-motivated and able to know when to seek guidance Detail-oriented Flexible and able to change priorities quickly and 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 concepts to customer needs Ability to work as part of a geographically dispersed team Ability to work independently and as part of a team Ability to keep up to date on technology trends, developments and best practices Ability to communicate effectively to both technical and non-technical audiencesBenefits: Work-from-anywhere environment Unlimited PTO Comprehensive benefits package Employee resource groups Casual dress code Prioritized employee wellness Diversity and inclusion programs A Voice program New hire support Career development Educational assistance Employee referral bonus Progressive parental leave