# Amos User

Amos User is a remote worker on Himalayas, Senior Product Support Specialist at NetSuite (Oracle), based in United States.

Source: https://himalayas.app/@amosuser5

```text
I resolve complex healthcare SaaS escalations, improving customer outcomes through technical diagnostics, defect reproduction, and clear support.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 50k+ USD |
| Job categories | Product Support Specialist, Technical Support Specialist, Customer Support Specialist |
| Skills | Tier 2 Support, Healthcare SaaS, Technical Escalation, Zendesk, Salesforce, NetSuite, SQL, API Troubleshooting, Troubleshooting Integration Issues, Bug Reproduction, Sandboxing, Root Cause Analysis, Product Health Monitoring, Ticket Trends, Ticket Deflection, Service Level Agreements, Customer Retention, Process Mapping, Cross Functional Collaboration, De escalation, Customer Empathy, Onboarding, Training, Knowledge Base Authoring, Technical Documentation, PHI Compliance, HIPAA compliance, Screen Share Troubleshooting, Multichannel Support, Log Review, HTTP Status Codes, HTML, JSON, Email Troubleshooting, Outlook, Gmail, EHR Support, Telemedicine Support, Insurance Verification, Billing Support, ITIL, AI Prompting |

## What I'm looking for

```text
I'm looking to continue solving complex Tier 2 healthcare SaaS issues, partnering with Product and Engineering, improving support processes, and delivering secure, empathetic customer experiences.
```

## About

```text
At NetSuite, I resolved 70+ daily Tier 2 support cases for healthcare clients across patient management, scheduling, billing, claims, and telemedicine workflows.

I reproduce defects in sandbox environments, investigate API and integration issues, query account and case data, and provide engineering-ready reports with logs, reproduction steps, and environment metadata. My root-cause and ticket-trend analysis helped lower average resolution time by 25%.

I maintained 98% CSAT and 92% First Contact Resolution while supporting VIP hospitals, clinics, and rehabilitation facilities with HIPAA/PHI-compliant, high-urgency service. I also partnered with Product and Engineering to validate fixes, prioritize impactful defects, and turn customer pain points into product feedback.

Previously at Alleva, I supported behavioral health organizations using SaaS tools for patient records, scheduling, telehealth, email, insurance verification, billing, and compliance workflows. I led onboarding and training, wrote self-service resources that increased adoption by 10%, and helped customers navigate complex issues with clarity and empathy.
```

## Experience

### Senior Product Support Specialist

NetSuite (Oracle). Nov 2022 - Mar 2026

```text
Triaged and resolved 70+ daily Tier 2 technical support cases for health-sector clients using NetSuite's ERP/SaaS platform. Reproduced defects in sandbox environments and maintained 98% CSAT and 92% First Contact Resolution rates.
```

Skills: NetSuite, Zendesk, Salesforce, SQL, Bug-Reproduction, Sandboxing, Root-Cause-Analysis, SLA, HIPAA, PHI-Compliance, Knowledge-Base-Authoring, Cross-Functional-Collaboration

### Product Support Specialist II - SaaS / Behavioral Health

Alleva. Nov 2020 - Oct 2022

```text
Delivered Tier 2 technical support for behavioral health organizations using Alleva's SaaS platform, resolving complex issues across patient recordkeeping, scheduling, telehealth, and email workflows. Maintained 95% FCR and 97% positive survey scores.
```

Skills: Zendesk, Salesforce, Bug-Reproduction, Root-Cause-Analysis, HIPAA, PHI-Compliance, Onboarding, Training, Knowledge-Base-Authoring, Telehealth, Behavioral-Health

## Education

### Grand Canyon University

Bachelor of Science, Applied Cybersecurity Management

```text
Completed a Bachelor of Science in Applied Cybersecurity Management from Grand Canyon University in 2020.
```

## Tech stack

- Salesforce
- Gmail
- Zendesk
- JSON
- NetSuite
- SQL

To contact Amos, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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