Client Support Analyst I
New
S
SmarterDxHealthcare Technology
Remote (United States), 8AM - 12PM ET or 5PM-12PM ETPart-TimeEntry
Salary34.62 USD per hour
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Job Details
- Experience
- 3-5 years
- Required Skills
- JiraSaaSSlackZendeskTroubleshootingTechnical support
Requirements
- 3-5 years of experience in technical support or client service, preferably in healthcare technology or SaaS.
- Strong experience in technical troubleshooting and problem-solving.
- Understanding of Clinical documentation improvement (CDI) processes.
- Familiarity with Healthcare information systems or electronic medical records (EMRs).
- Excellent written communication skills with the ability to explain technical concepts to non-technical users.
- Proficiency with ticketing systems such as Jira or Zendesk.
- Experience using Slack.
- Ability to work independently in a remote environment with strong time management skills.
- Ability to analyze incomplete information and make sound decisions.
- Attention to detail in documentation, client communications, and process execution.
Responsibilities
- Serve as the initial point of contact for end user inquiries, providing timely and effective support via email and chat.
- Build and maintain strong relationships with end users, demonstrating empathy and understanding of their needs.
- 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.
- Stay up-to-date with product updates and features to provide accurate support.
- Own client issues from intake through resolution, ensuring every interaction moves the issue forward.
- Investigate problems using internal documentation, historical tickets, and troubleshooting tools before escalating.
- Communicate clear, concise updates to clients and internal stakeholders throughout the lifecycle of a ticket.
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