[Remote] Client Support Analyst I

Note: The job is a remote job and is open to candidates in USA. SmarterDx is a healthcare technology company transforming how health systems use clinical AI to improve revenue cycle operations, quality metrics, and patient care value. The part-time Client Support Analyst I serves as the initial client contact, troubleshooting application and workflow issues, communicating with stakeholders, and owning support tickets through resolution while escalating complex problems when appropriate.

Responsibilities

• Serve as the initial point of contact for end user inquiries, providing timely and effective support via email, chat, 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
• Own clients 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
• Determine the most appropriate next step based on available information rather than waiting for direction
• Communicate clear, concise updates to clients and internal stakeholders throughout the lifecycle of a ticket
• Escalate issues only after documenting investigation findings, attempted resolutions, and remaining blockers
• Balance competing priorities while maintaining momentum across multiple active client issues

Skills

• 3-5 years experience in technical support or client service roles, preferably in healthcare technology or SaaS
• Must have strong experience in at least two of the following: Technical troubleshooting and problem-solving, Clinical documentation improvement (CDI) processes, Healthcare information systems/electronic medical records (EMRs)
• 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, Zendesk, or other ticketing systems
• Experience with Slack
• 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
• Demonstrated ability to independently troubleshoot ambiguous technical problems
• Strong critical thinking skills with the ability to analyze incomplete information and make sound decisions
• Excellent written communication with the ability to explain technical concepts clearly to both technical and non-technical audiences
• Ability to prioritize competing work while maintaining ownership of multiple client issues
• Proven attention to detail in documentation, client communications, and process execution
• Comfort working within defined processes while exercising sound judgment when situations fall outside documented guidance
• Ability to receive feedback and quickly incorporate it into future work
• Experience with electronic medical records (EMRs) or related healthcare applications
• Knowledge of medical terminology and hospital workflows
• Salesforce and/or SQL experience

Benefits

• Eligible to participate in the Company’s 401(k) plan
• Participates in the Company’s accrued PTO program, with up to 15 days of PTO accrued per year
• Remote-first work arrangement: Work from anywhere in the U.S.

Company Overview