SmarterDx

SmarterDx ensures revenue integrity by leveraging A.I. algorithms to uncover missed opportunities in clinical data, optimizing tasks for accurate ICD 10 coding and guaranteeing a 5:1 ROI.

Professional Services

Industrials

11-50 (11)

Founded 2019

9 open positions

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Client Support Analyst I

51 minutes ago

United States

Full-time

Mid Level

Customer Support

Customer and Technical Support

JIRA Salesforce SQL

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SmarterDx

SmarterDx ensures revenue integrity by leveraging A.I. algorithms to uncover missed opportunities in clinical data, optimizing tasks for accurate ICD 10 coding and guaranteeing a 5:1 ROI.

Professional Services

11-50

Founded 2019

View All Jobs 9

Description

Serve as the initial point of contact for client and end-user inquiries via email and chat.
Investigate technical and workflow issues using documentation, historical tickets, product knowledge, and troubleshooting tools.
Troubleshoot and resolve application issues, distinguishing user errors from system-level problems.
Determine the appropriate next step for each ticket and move issues forward independently.
Escalate complex issues with clear documentation of findings, attempted resolutions, and blockers.
Communicate concise status updates to clients and internal stakeholders throughout the ticket lifecycle.
Build strong relationships with end users by showing empathy and understanding their needs.
Balance multiple active client issues while maintaining momentum and prioritization.
Stay current on product updates and features to provide accurate support.

Requirements

3-5 years of experience in technical support or client service roles, preferably in healthcare technology or SaaS.
Strong experience in at least two of the following: technical troubleshooting and problem-solving, clinical documentation improvement (CDI) processes, or healthcare information systems/electronic medical records (EMRs).
Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users.
Strong critical thinking and sound judgment when working with incomplete or ambiguous information.
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.
Demonstrated ability to independently troubleshoot ambiguous technical problems.
Strong attention to detail in documentation, client communications, and process execution.
Preferred: experience with EMRs or related healthcare applications.
Preferred: knowledge of medical terminology and hospital workflows.
Preferred: Salesforce and/or SQL experience.

Benefits

Base salary range of $60,000-$70,000.
Accrued PTO program with up to 15 days of PTO per year.
Medical, dental, and vision coverage with 75% of premiums covered, depending on plan.
Paid parental leave of up to 12 weeks.
Remote-first U.S. work environment.
Unlimited PTO plus 11 holidays.
401(k) with traditional and Roth options and a 4% company match.

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