Solution Support Representative - Part Time (10am-2pm or 11am-3pm CST)

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.

If you are located in a state which grants you the right to receive information on salary range, pay scale, description of benefits or other compensation for this position, please use this form to request details which you may be legally entitled.

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

Netsmart's Job Applicant Privacy Notice may be found here .