Overview In this role you will be the first point of contact for clients with technical or solution issues, delivering timely guidance and resolution. You will work with cross-functional teams to ensure client success and document inquiries for ongoing improvement. You will participate in training to stay proficient and escalate complex cases to experienced colleagues. This position supports Netsmart's mission to advance healthcare technology and care delivery by solving problems that enable providers to serve patients effectively. A strong emphasis on collaborative, customer-focused problem solving offers an opportunity to impact the healthcare workflow at scale.
Responsibilities- Provide first point of contact support for clients reporting technical or solution issues
- Diagnose and resolve standard client questions or problems over the phone or internet
- Document inbound support requests and ensure proper notation of client problems or issues
- Attend required training and consume materials to respond to client questions
- Transfer issues that require more detailed analysis to more experienced associates
- Collaborate with internal and external stakeholders to progress client issues forward
Key requirements- Associate degree or equivalent relevant work experience
- Preferred: At least 1 year of customer service experience
- Healthcare solution support experience
- Healthcare clinical workflow experience
- Strong documentation and data gathering skills
- problem solving
- customer service orientation
- clear communication
- technical support for healthcare solutions
- diagnostic questioning and troubleshooting
- documentation management
