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SmarterDx · 1 week ago

Support Analyst, Customer Success Operations

United States

Full-time

Remote

Mid Level

$60K/yr - $65K/yr

3+ years exp

SmarterDx is a company that builds clinical AI transforming how hospitals translate care into payment. They are seeking a Support Analyst to provide front-line technical and product support for their clients, primarily clinical documentation improvement specialists and coders. The role involves troubleshooting issues, building relationships with end users, and providing timely support.

Artificial Intelligence (AI)Health CareHospitalInformation Technology

Responsibilities

Serve as the initial point of contact for end user inquiries, providing timely and effective support via phone, email, and chat

Build and maintain strong relationships with end users, demonstrating empathy and understanding of their needs and challenges

Troubleshoot and resolve technical issues related to our 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

Stay up-to-date with product updates and features to provide accurate and current support

Qualification

Technical troubleshootingClinical documentation improvementHealthcare information systemsJiraEmpathyCommunication skillsTime managementAdaptability

Required

3-5 years experience in technical support or customer service roles, preferably in healthcare technology or SaaS

Must have strong experience in at least one of the following: Technical troubleshooting and problem-solving, Clinical documentation improvement (CDI) processes, Healthcare information systems

Excellent communication skills, with the ability to explain technical concepts to non-technical users

Strong empathy and patience, with a genuine desire to help users succeed

Experience with Jira or other ticketing systems

Ability to quickly learn and adapt to new technologies and processes

Excellent time management and prioritization skills in a remote environment

Proactive approach to identifying and resolving potential issues before they escalate