Support Analyst, Customer Success Operations
@ SmarterDx

Hybrid
$65,000
Hybrid
Full Time
Posted 21 hours ago

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XXXXXXXX XXXXXXXXXXX XXXXXXX***** @smarterdx.com
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Job Details

About the Role

SmarterDx is seeking a Support Analyst, Customer Success Operations to provide front-line technical and product support for clients, primarily clinical documentation improvement specialists and coders at US health systems. You will be the first point of contact, handling inquiries via phone, email, and chat, troubleshooting issues, and determining if problems require escalation.

Responsibilities

  • Serve as the initial point of contact for end user inquiries.
  • Build and maintain strong relationships with end users by demonstrating empathy.
  • Troubleshoot technical issues, discerning user error from system issues.
  • Escalate complex issues to Senior Analyst or Customer Support Operations team.
  • Stay updated with product updates and features to provide current support.

Qualifications

  • 3-5 years experience in technical support or customer service, preferably in healthcare technology or SaaS.
  • Strong technical troubleshooting, clinical documentation improvement understanding, or healthcare information systems experience.
  • Excellent communication skills with ability to explain technical concepts to non-technical users.
  • Experience with Jira or other ticketing systems.
  • Ability to quickly learn and adapt to new technologies in a remote setting.
  • Experience with clinical documentation improvement software or related healthcare applications is a plus.

Benefits & Compensation

  • Salary: $60,000 - $65,000 with eligibility for overtime pay.
  • Comprehensive Medical, Dental & Vision plans.
  • Free One Medical Membership with enrollment in a medical plan.
  • Generous paid parental leave and unlimited PTO with holidays.
  • Remote-first team with a home office reimbursement stipend and learning budget.
  • 401(k) with Traditional & Roth Options.

Key Skills/Competency

  • Technical troubleshooting
  • Customer service
  • Clinical documentation
  • Healthcare IT
  • Communication
  • Empathy
  • Jira
  • Problem-solving
  • Remote work
  • Adaptability
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How to Get Hired at SmarterDx

🎯 Tips for Getting Hired

  • Research SmarterDx's culture: Study their mission and client impact.
  • Customize your resume: Highlight technical support and customer service skills.
  • Prepare examples: Detail troubleshooting and escalation experiences.
  • Review technical knowledge: Emphasize healthcare IT and CDI processes.

📝 Interview Preparation Advice

Technical Preparation

Review troubleshooting case studies.
Practice using Jira and ticketing systems.
Study healthcare documentation processes.
Update skills on relevant IT applications.

Behavioral Questions

Describe a time you solved a user issue.
Explain managing escalated customer queries.
Discuss effective remote communication practices.
Share experiences with challenging user interactions.

Frequently Asked Questions