Remote Senior Support Analyst

Summary

Join SmarterDx as a Senior Support Analyst and provide front-line technical and product support to clients, building trust and empathy with users, troubleshooting issues, and determining whether problems stem from user error or require escalation to our engineering team.

Requirements

• 3+ years experience in technical support or customer service roles, preferably in healthcare technology or SaaS
• Experience with Jira or other ticketing systems
• Must have strong experience in at least one of the following: Clinical documentation improvement (CDI) processes, Healthcare information systems, Technical troubleshooting and problem-solving
• 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
• 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

Responsibilities

• Serve as the primary point of contact for user inquiries, providing timely and effective support via phone, email, and chat
• Build and maintain strong relationships with 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 engineering team when necessary, providing clear and detailed information about the problem
• Develop and maintain support documentation, including FAQs, user guides, and troubleshooting procedures
• Collaborate with the product team to provide user feedback and suggestions for product improvements
• Monitor support metrics and contribute to continuous improvement of support processes
• Conduct user training sessions and create educational materials to enhance user proficiency with our application
• Stay up-to-date with product updates and features to provide accurate and current support

Preferred Qualifications

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

Benefits

• $70 to 100K salary + equity
• Medical/dental/vision benefits
• 401k
• Free One Medical membership
• Parental leave
• Remote first
• Minimal bureaucracy
• Incredible teammates!