Client Support Analyst I

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary contact for end-user inquiries, delivering prompt and effective assistance through email and chat.

• Foster and sustain strong relationships with end users, showing empathy and understanding of their needs and challenges.

• Diagnose and address technical issues related to our application, differentiating between user errors and system-level problems.

• Refer intricate technical issues to the appropriate team when necessary, providing clear and detailed information about the issue.

• Stay informed about product updates and features to offer accurate and up-to-date support.

• Manage client issues from initiation to resolution, ensuring each interaction propels the issue forward meaningfully.

• Investigate issues using internal documentation, historical tickets, product knowledge, and available troubleshooting tools prior to escalation.

• Decide on the most suitable next steps based on the information at hand rather than awaiting direction.

• Provide clear and concise updates to clients and internal stakeholders throughout the ticket lifecycle.

• Escalate issues only after documenting investigation findings, attempted solutions, and remaining obstacles.

• Balance competing priorities while ensuring progress across multiple active client issues.

⛳️ Requirements

• 3-5 years of experience in technical support or client service roles, ideally within healthcare technology or SaaS.

• Must possess strong expertise in at least two of the following areas:

• Technical troubleshooting and problem-solving.

• Clinical documentation improvement (CDI) processes.

• Healthcare information systems/electronic medical records (EMRs).

• Exceptional communication skills, capable of explaining technical concepts to non-technical users.

• Strong empathy and patience, with a genuine willingness to assist users in achieving success.

• Familiarity with Jira, Zendesk, or similar ticketing systems.

• Experience with Slack.

• Ability to swiftly learn and adapt to new technologies and processes.

• Excellent time management and prioritization skills in a remote setting.

• Proactive in identifying and resolving potential issues before they escalate.

• Proven ability to independently troubleshoot ambiguous technical problems.

• Strong critical thinking skills with the capacity to analyze incomplete information and make sound decisions.

• Excellent written communication skills, able to clearly explain technical concepts to both technical and non-technical audiences.

• Ability to prioritize competing tasks while maintaining ownership of multiple client issues.

• Demonstrated attention to detail in documentation, client communications, and process execution.

• Comfortable working within defined processes while exercising sound judgment in situations that fall outside documented guidance.

• Ability to accept feedback and swiftly integrate it into future work.

🏝️ Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.

• Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.

• Remote-First Team – Work from anywhere in the U.S.

• Unlimited PTO & 10 Holidays – So you can relax and recharge.

• 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.

• Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.

• Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.