Provide first-contact technical support that resolves routine client issues and routes complex cases while maintaining accurate documentation and service standards

Responsibilities

• Respond to client support requests through phone, portal, and remote tools and resolve routine technical or solution issues

• Diagnose client problems using standard troubleshooting methods and knowledge resources

• Document all support interactions, issue details, and resolution steps in tracking systems

• Escalate or transfer issues requiring deeper technical analysis based on defined processes

• Follow established support workflows, service standards, and documentation practices

• Collaborate with internal teams and external stakeholders to progress issue resolution

• Maintain adherence to service level agreements and contribute to workflow improvements, including use of AI-enabled and automated support processes

Qualifications
Required

• Strong technical aptitude with the ability to learn new systems quickly, troubleshoot issues, and effectively support technology-based solutions.

• Strong written and verbal communication skills

• Attention to detail in documentation and case tracking

• Ability to manage time and prioritize workload

• Consistent customer service skills in client interactions

• Associate degree or equivalent relevant work experience

Preferred

• At least 1 year of experience in technical support, help desk, or customer service

• At least 1 year of experience supporting software solutions in a healthcare environment

• Familiarity with healthcare workflows such as clinical processes

• Experience using ticketing or customer relationship management software

• Bilingual communication skills such as Spanish and English

Netsmart is proud to be an equal opportunity workplace and is an affirmative action employer, providing equal employment and advancement opportunities to all individuals. We celebrate diversity and are committed to creating an inclusive environment for all associates. All employment decisions at Netsmart, including but not limited to recruiting, hiring, promotion and transfer, are based on performance, qualifications, abilities, education and experience. Netsmart does not discriminate in employment opportunities or practices based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, physical or mental disability, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.

Netsmart desires to provide a healthy and safe workplace and, as a government contractor, Netsmart is committed to maintaining a drug-free workplace in accordance with applicable federal law. Pursuant to Netsmart policy, all post-offer candidates are required to successfully complete a pre-employment background check, including a drug screen, which is provided at Netsmart’s sole expense. In the event a candidate tests positive for a controlled substance, Netsmart will rescind the offer of employment unless the individual can provide proof of valid prescription to Netsmart’s third party screening provider.

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All applicants for employment must be legally authorized to work in the United States. Netsmart does not provide work visa sponsorship for this position.

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