Support Analyst II, Customer Success Operations

Role

SmarterDx is seeking a Support Analyst II to provide advanced, 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 a primary, client-facing point of contact for end users, independently managing inquiries across live-video, email, and chat with a focus on resolution quality, timeliness, and client experience—not just response speed
• Exercise sound prioritization judgement when managing multiple concurrent issues, balancing client impact, urgency, and internal discrepancies
• Communicate clearly and confidently with end users during active investigations, setting expectations, and providing updates without over-promising or defaulting to escalation language
• Build and sustain strong, consultative relationships with end users by developing a working knowledge of their workflows, constraints, and priorities, and applying that context to support interactions
• Independently investigate and diagnose complex application issues by distinguishing user behavior, workflow gaps, configuration issues, and system-level defects - leveraging documentation, internal tools, and cross-functional partners early to validate hypotheses and drive timely resolution
• Determine when escalation is warranted and own escalations end-to-end, including synthesizing context, articulating impact, and partnering with internal teams to drive resolution
• Maintain deep understanding of product capabilities, updates, and known limitations, and proactively apply product knowledge to anticipate user questions, prevent issues, and improve support outcomes
• Contribute to shared knowledge and process improvement by documenting learnings, updating internal resources, and refining troubleshooting approaches

What You Bring

• 7-10 years experience in technical support or customer service roles, preferably in healthcare technology or SaaS
• Must have strong experience in at least two of the following:
  • Technical troubleshooting and problem-solving 
  • Experience in creating and/or updating user documentation or training materials
  • Healthcare information systems
• Excels at communicating clearly and confidently in live, client-facing conversations, including leading on-camera calls, asking effective clarifying questions, and translating complex technical concepts into language appropriate for clinical and revenue-focused audiences
• Strong empathy and patience, with a genuine desire to help users succeed
• Experience with Jira, Zendesk or other ticketing systems
• Ability to quickly learn and adapt to new technologies and processes
• Demonstrated ability of meeting response and resolution expectations while operating in environments with shifting priorities and evolving requirements
• 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

$80,000 - $95,000 salary

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