---

---

Location

Pittsburgh, PA | United States

---

Job 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

A Product Escalations Representative is responsible for researching escalated issues from various other teams to the Product Escalations Team with the aim of providing a response to the service teams on how to resolve the escalated case or to confirm defective system behavior and record it as a defect in the issue tracking system. The primary responsibility is to give superior internal and external customer service. In addition, the Product Escalations Representative will create Knowledge Base Articles for use by internal and external customers with the goal of continuously reducing the volume of escalated cases that occur.

RESPONSIBILITIES AND DUTIES

• Develop expert level knowledge software products offered.
• Provide high level support to all user types.
• Consistently deliver a quick response and resolution to inquiries through professional interaction.
• Analyze system issues and provide resolutions.
• Assess business requirements and recommend best practices.
• Assist with maintaining help library.
• Document customer information and recurring issues to support product quality programs and product development.
• Resolve issues and report specific information to the appropriate level Support Specialist.
• Troubleshoot incoming software issues by researching, reproducing the issue, and interfacing with customers, vendors, and internal resources through resolution.
• Create stories and tasks for the Product Support Team Developer and prioritize development.
• Work stories and tasks through development lifecycle ensuring documentation is completed for each step of the process.
• Troubleshoot incoming software issues by researching, reproducing the issue, and interfacing with customers, vendors, and internal resources through resolution.
• Performs other duties assigned by management.

QUALIFICATIONS

• Associate’s degree or 4+ years of comparable experience preferred
• 1-3 years of three years of Net Health software support experience
• Experience with collaborating and coordinating with internal teams to resolve application issues
• Ability to give proper level of instructions to clients with limited technical knowledge
• Strong analytical and troubleshooting skills
• Excellent time management and organizational skills required to handle multiple high priority tasks simultaneously
• Strong aptitude for problem-solving and the ability to resolve complex issues while retaining a strong customer service focus
• Excellent customer service skills

REQUIRED SOFTWARE EXPERIENCE

• Microsoft Office suite
• Common enterprise software solutions (e.g., NetSuite, Salesforce, Oracle, SAP, etc.)
• Working knowledge of remote access tools and browsers such as: Firefox, Chrome, and IE
• Knowledge of SQL database functions is helpful

INTERACTION:

This role will be to work closely with key departmental and project stakeholders across the organization. Therefore, the ability to work collaboratively and effectively with all levels of management and staff within the organization is a key priority in this role. No supervisory responsibilities are required for this position.

COMMUNICATION AND COGNITIVE ABILITIES:

• Cooperate with matrixed team members to meet goals or complete tasks.
• Must be comfortable working in ambiguous and/or stressful situations.
• Must be self-motivated and know when to seek guidance; detail-orientation is a must.
• Flexibility, ability to change priorities quickly, and capacity to 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 those concepts to customer’s needs.
• Ability to work as part of a geographically dispersed team.
• Ability to work independently and as part of a team.
• Keep up to date on technology trends, developments & best practices.
• Ability to communicate effectively to both technical & non-technical audiences.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.

Colorado Pay Law: If you are a Colorado resident and this role is available in Colorado or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email to [email protected]

If you are a CA, CT, CO, IL, MD, NV, RI, WA or NY City resident and this role is available in one of those locales or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email to [email protected]

---

Job tags

---

---

Salary