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Senior Client Support Analyst

5 hours, 30 minutes ago
United States
Full-time
Senior
Technical Support Engineer
Technical Writing and Documentation
JIRA Salesforce SQL
Apply Now
SmarterDx

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 8

Description

  • Own the investigation and resolution of the organization’s most complex client issues and executive escalations.
  • Independently troubleshoot technical issues using product knowledge, historical tickets, documentation, internal tools, and available data.
  • Distinguish between product defects, configuration issues, workflow misunderstandings, integration failures, data issues, and expected behavior.
  • Drive investigations across Engineering, Product, Data, Clinical Excellence, Customer Success, and Integrations while maintaining clear ownership of the client experience.
  • Escalate issues with clear findings, supporting evidence, and recommendations.
  • Maintain ticket ownership from intake through final client confirmation and resolution.
  • Prioritize work based on client impact, workflow blocking status, executive visibility, and operational risk.
  • Ensure ticket documentation, classifications, routing, labels, linked work items, and client communications are accurate and complete.
  • Lead complex client conversations via email, Zoom, Slack, and phone.
  • Coach and mentor analysts, review communications, and contribute to onboarding, documentation, training materials, and process improvements.

Requirements

  • 7-10 years of experience in technical support or customer service, preferably in healthcare technology or SaaS.
  • Experience independently leading complex technical investigations with ambiguity, multiple stakeholders, and incomplete information.
  • Strong experience in at least two of the following: technical troubleshooting and problem-solving, creating or updating user documentation or training materials, and healthcare information systems.
  • Excellent written and verbal communication skills, including the ability to lead live, on-camera client conversations.
  • 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 to meet response and resolution expectations in shifting-priority environments.
  • Proactive approach to identifying systemic issues and recommending improvements to prevent recurring client challenges.
  • Preferred: experience with clinical documentation improvement (CDI) software or related healthcare applications.
  • Preferred: knowledge of medical terminology and hospital workflows.
  • Preferred: Salesforce and/or SQL experience.

Benefits

  • $80,000 - $95,000 salary.
  • Medical, dental, and vision coverage with 75% of premiums covered depending on plan.
  • Up to 12 weeks of paid parental leave.
  • Remote-first team with the ability to work from anywhere in the U.S.
  • Unlimited PTO plus 10 holidays.
  • 401(k) with Traditional and Roth options and a 4% match.
  • Minimal bureaucracy in a fast-moving, high-impact environment.

Interested in this position?

Apply directly on the company website

Apply Now

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