Note: The job is a remote job and is open to candidates in USA. athenahealth provides healthcare IT solutions and services designed to help healthcare organizations deliver accessible, high-quality, and sustainable care. The CX Support Analyst serves as a primary customer contact, resolving product and workflow questions through phone, case management, troubleshooting, documentation, and collaboration with internal teams. The role also contributes to knowledge sharing, issue trend analysis, process improvements, and support initiatives.
Responsibilities
- Develop expertise in athenahealth products, workflows, and support processes to assist customers effectively
- Respond to customer inquiries received through inbound phone calls, support cases, and follow-up communications
- Diagnose software, workflow, and system-related issues and provide guidance toward resolution
- Document, track, and manage customer support requests within Salesforce and other designated systems
- Communicate clearly with customers regarding issue status, next steps, and expected timelines
- Collaborate with internal teams to investigate issues and coordinate solutions for customers
- Apply troubleshooting methodologies to identify root causes and resolve customer concerns
- Maintain productivity, quality, and service-level expectations while managing multiple customer interactions
- Utilize AI-enabled tools and technologies, where appropriate, to improve efficiency, problem-solving, and customer support outcomes
- Contribute to knowledge-sharing initiatives and documentation updates
- Identify recurring customer issues and communicate trends to appropriate teams
- Participate in training and development activities to expand product and technical knowledge
- Support testing or validation efforts for new processes, tools, or product enhancements
- Assist with special projects and initiatives that support team objectives
- Provide feedback on opportunities to improve customer support processes and workflows
Skills
- High school diploma, GED, or equivalent experience
- 3-4 years of professional work experience in a customer-facing, support, operations, or business environment
- Experience managing customer inquiries and resolving issues in a professional setting
- Strong verbal and written communication skills
- Ability to manage multiple priorities and work effectively in a fast-paced environment
- Experience using computer systems, business applications, and technology tools to perform daily work
- Ability to analyze information, troubleshoot problems, and recommend solutions
- Demonstrated commitment to delivering a high-quality customer experience
- 2+ years of call center, help desk, customer support, or related experience
- Experience troubleshooting hardware, software, or technical issues
- Experience using Salesforce or comparable case management/customer relationship management systems
- Familiarity with healthcare technology, software-as-a-service (SaaS) platforms, or customer support operations
Benefits
- Annual discretionary bonus plan, depending on role eligibility
- Variable compensation plan, depending on role eligibility
- Equity plans, depending on role eligibility
- Health and financial benefits
- Location-specific commuter support
- Employee assistance programs
- Tuition assistance
- Employee resource groups
- Collaborative workspaces
- Flexible work arrangements that support work-life balance
- Company-sponsored events throughout the year, including book clubs, external speakers, and hackathons
- A company culture based on learning
- Support of an engaged team
- An inclusive environment where all employees are valued
Company Overview
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