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