Support Analyst I, Customer Success Operations

Role

SmarterDx is seeking a Support Analyst to provide front-line technical and product support for our clients. In this role, you will be the primary point of contact to handle issues reported by our end users, most of whom are clinical documentation improvement specialists and coders at US health systems. You will be responsible for building trust and empathy with end users, troubleshooting issues, and determining whether problems stem from user error or require escalation to a Senior Analyst or our Customer Support Operations team. This position requires exceptional communication skills, technical aptitude, and the ability to leverage existing documentation and other Support team members to translate complex technical concepts into user-friendly explanations.

**This role is fully remote within the US, preferably working Pacific or Central business hours**

What You'll Do

• 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

What You Bring

• 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

Nice to Haves

• Experience with clinical documentation improvement (CDI) software or related healthcare applications
• Knowledge of medical terminology and hospital workflows
• Salesforce and/or SQL experience

Compensation

$60,000 - $75,000 salary

#LI-Remote