Senior Client Support Analyst

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

📋 Description

• Act as the primary owner for the most intricate client challenges within the organization, including executive escalations and technically demanding investigations.

• Conduct independent investigations into technical issues utilizing product knowledge, system behavior, historical tickets, documentation, internal tools, and available data.

• Differentiate between product defects, configuration issues, workflow misunderstandings, integration failures, data problems, and anticipated application behavior.

• Lead investigations across Engineering, Product, Data, Clinical Excellence, Customer Success, and Integrations while ensuring a consistent client experience.

• Retain responsibility for tickets from the initial intake stage through to final client confirmation and resolution.

• Prioritize tasks based on client impact, workflow-blocking status, executive visibility, and operational risk.

• Ensure ticket documentation, classifications, routing, labels, linked work items, and client communications are thorough and precise.

• Identify trends in issues and propose enhancements to workflows, documentation, tools, or product functionality.

• Guide complex client discussions through email, Zoom, Slack, and phone communications.

• Simplify technical concepts for clinical and operational audiences.

• Share investigation findings with both technical and non-technical teams.

• Exemplify troubleshooting, prioritization, documentation, and client communication for the Support team.

• Mentor analysts throughout investigations and act as an escalation point.

• Review complex client communications and provide constructive feedback.

• Contribute to onboarding, documentation, training materials, and process enhancements.

⛳️ Requirements

• 7-10 years of experience in technical support or customer service roles, ideally within healthcare technology or SaaS.

• Proven experience in independently leading intricate technical investigations involving ambiguity, multiple stakeholders, and sound judgment in situations with incomplete information.

• Strong proficiency in at least two of the following: technical troubleshooting and problem-solving; creating or updating user documentation or training materials; healthcare information systems.

• Exceptional written and verbal communication skills, including the ability to lead live, on-camera client discussions and simplify complex technical concepts for clinical and revenue-focused audiences.

• Strong empathy and patience, with a genuine commitment to helping users achieve success.

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

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

• Ability to meet response and resolution expectations amidst shifting priorities and changing requirements.

• Skill in making considered tradeoff decisions while maintaining progress.

• Proactive in identifying issues, solving systemic problems, and recommending preventive measures.

• Nice to have: experience with clinical documentation improvement software or related healthcare applications.

• Nice to have: knowledge of medical terminology and hospital workflows.

• Nice to have: experience with Salesforce and/or SQL.

🏝️ 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.

• 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.