Solution Support Analyst

About Netsmart

At Netsmart, improving care delivery isn’t just our aspiration; it’s our passion!

For more than 50 years, we’ve been a healthcare software company developing technology and providing services in behavioral health, human services, and post-acute markets. We collaborate with organizations and partner with our clients across the care spectrum to anticipate challenges, identify obstacles, and recognize new opportunities as healthcare evolves. We continuously strive to advance our Netsmart technologies and offerings beyond the EHR by embracing new technology trends that empower healthcare professionals to provide the best possible care.

Position Overview: 

We are seeking a customer-focused Technical Support professional to provide application support for our software solutions. In this role, you will partner with clients to troubleshoot issues, answer technical questions, and ensure a seamless user experience.

Responsibilities

• Provide technical support to clients on application-related questions across several web-based SaaS products.

• Own client support requests from intake through resolution, including troubleshooting issues related to configuration, functionality, bugs, and enhancements, while providing timely follow-up and communication.

• Document problems and solutions on how to properly address client or product problems for widespread use throughout the support team.

• Escalate complex or high-impact issues with clear documentation and context, collaborating with senior team members and cross-functional partners (e.g., Product, Engineering, Analytics) to drive resolution.

• Lead and support client-facing webinars and training sessions to educate users on system functionality, best practices, and new features.

Qualifications
Required

• Bachelor's Degree or equivalent relevant work experience

Preferred

• At least 2 years of experience in a customer service environment

• Experience supporting software applications or web-based products

• Strong problem-solving skills and interest in technical troubleshooting

• Experience working in healthcare technology, including familiarity with clinical workflows or supporting healthcare solutions

• SQL database and query knowledge

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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