Client Support Analyst I
New
S
SmarterDxHealthcare Technology
Remote (United States), 5PM - 9PM ETPart-TimeEntry
Salary34.62 USD per hour
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Job Details
- Experience
- 3-5 years
- Required Skills
- JiraSlackZendesk
Requirements
- 3-5 years experience in technical support or client service roles, preferably in healthcare technology or SaaS.
- Strong experience in at least two of: technical troubleshooting, clinical documentation improvement (CDI) processes, or healthcare information systems/EMRs.
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- Experience with Jira, Zendesk, or other ticketing systems.
- Experience with Slack.
- Strong critical thinking skills with the ability to analyze incomplete information and make sound decisions.
- Ability to prioritize competing work while maintaining ownership of multiple client issues.
- Proven attention to detail in documentation, client communications, and process execution.
- Proactive approach to identifying and resolving potential issues before they escalate.
Responsibilities
- Serve as the initial point of contact for end user inquiries, providing timely and effective support via email, chat, and portal.
- Build and maintain strong relationships with end users, demonstrating empathy and understanding of their needs and challenges.
- Troubleshoot and resolve technical issues related to the application, distinguishing between user errors and system-level problems.
- Escalate complex technical issues to the appropriate team when necessary, providing clear and detailed information about the problem.
- Own client issues from intake through resolution, ensuring every interaction moves the issue meaningfully forward.
- Investigate problems using internal documentation, historical tickets, product knowledge, and available troubleshooting tools before escalating.
- Communicate clear, concise updates to clients and internal stakeholders throughout the lifecycle of a ticket.
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