Note: The job is a remote job and is open to candidates in USA. RevSpring is hiring a Customer Support Analyst to own Tier 1 customer issues from intake through resolution or handoff. The role troubleshoots product and workflow questions, investigates data discrepancies and bugs, escalates issues when needed, and helps meet service-level and customer-satisfaction goals.
Responsibilities
- The Customer Support Analyst is a Tier 1 role that owns incoming customer issues from intake through resolution or handoff. Working in Zendesk, Salesforce, Confluence, Jira, and Jenkins, the analyst troubleshoots product and workflow questions, investigates data discrepancies and bugs, escalates to the right managers and peers when needed, and protects the team scorecard by meeting SLAs and maintaining customer satisfaction
- Meet SLAs and maintain customer satisfaction to help the team achieve its scorecard metrics
- Develop an end-to-end understanding of our product solutions and serve as a technical resource for other functions across the organization
- Build proficiency in Zendesk, Salesforce, Confluence, Jira, Jenkins, and other systems, and perform additional duties as required
Skills
- • Troubleshooting, problem identification and resolution of support tickets
- • Excellent communication skills and ability to work effectively under pressure
- • Strong organizational, analytical, and problem-solving skills
- • Team-oriented professional with a strong work ethic and customer-focused mindset
- • Intermediate Microsoft Excel skills
- • Experience with Artificial Intelligence products (Claude, ChatGPT)
- • Ability to adapt quickly, take ownership of emerging needs, and work collaboratively in a fast-paced environment
- • Ability to work independently in a remote setting while maintaining productivity and professionalism
- Four-year Bachelor's Degree from college/university required
- 1 – 2 years of relevant experience in supporting medical SaaS products
- Experience with Epic, Cerner, and MEDITECH EHR systems
- Advanced Microsoft Excel skills
- Basic Python and HTML programming proficiency
- Demonstrated commitment to customer satisfaction and operational excellence
- Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations
- Ability to write reports, business correspondence and procedure manuals
- Ability to effectively present information and respond to questions from a variety of both internal and external sources
Company Overview
Company H1B Sponsorship