SmarterDx - Client Support Analyst I
Requirements
• 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
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
Benefits
• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan. • Medical, Dental & Vision • Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents. • Paid Parental Leave • Remote-First Team – Work from anywhere in the U.S. • Remote-First Team • Unlimited PTO & 10 Holidays – So you can relax and recharge. • Unlimited PTO & 10 Holidays • 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match. • 401(k) with Traditional & Roth Options • Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters. • Minimal Bureaucracy • Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues. • Incredible Teammates!
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