Senior Support Analyst

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Requirements:

• 3+ years experience in technical support or customer service roles, preferably in healthcare technology or SaaS.
• Experience with Jira or other ticketing systems.
• Strong experience in clinical documentation improvement (CDI), healthcare information systems, or technical troubleshooting.
• Excellent communication skills to explain technical concepts to non-technical users.
• Strong empathy and patience with a desire to help users.
• Ability to quickly learn and adapt to new technologies.
• Excellent time management and prioritization skills in a remote environment.
• Proactive approach in identifying and resolving potential issues.

Responsibilities:

• Serve as the primary point of contact for user inquiries, providing timely and effective support via phone, email, and chat.
• Build and maintain strong relationships with users, demonstrating empathy and understanding of their needs and challenges.
• Troubleshoot and resolve technical issues related to the application.
• Escalate complex issues to the engineering team with detailed information.
• Develop and maintain support documentation including FAQs and user guides.
• Collaborate with the product team for user feedback.
• Monitor support metrics for continuous improvement.
• Conduct training sessions and create educational materials.
• Stay updated with product updates and features.