Senior Support Analyst, Customer Success Operations
S
SmarterDxHealthcare Technology
Remote (United States), Eastern or Central business hoursFull-TimeSenior
Salary85,000 - 95,000 USD per year
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Job Details
- Experience
- 7-10 years
- Required Skills
- JiraDocumentationStakeholder managementSaaSZendesk
Requirements
- 7-10 years of experience in technical support or client service roles, preferably in healthcare technology or SaaS.
- Proven ability to lead complex technical investigations involving ambiguity and multiple stakeholders.
- Strong experience in technical troubleshooting and problem-solving.
- Experience creating or updating user documentation and training materials.
- Knowledge of healthcare information systems.
- Excellent written and verbal communication skills with ability to translate technical concepts for clinical and operational audiences.
- Proficiency with Jira, Zendesk, or other ticketing systems.
- Demonstrated ability to meet response and resolution expectations in shifting environments.
- Strong empathy, patience, and a proactive approach to issue resolution.
Responsibilities
- Serve as the primary owner for the organization's most complex client issues, executive escalations, and technically challenging investigations.
- Independently investigate technical issues by leveraging product knowledge, system behavior, documentation, and internal data.
- Drive investigations across Engineering, Product, Data, Clinical Excellence, and Customer Success teams.
- Maintain ownership of tickets from initial intake through final client confirmation and resolution.
- Identify trends across client issues to recommend improvements to workflows, documentation, and product functionality.
- Lead complex client communications through email, Zoom, Slack, and phone.
- Mentor and coach developing analysts, providing constructive feedback on troubleshooting and communication.
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