Customer Success Support Analyst

2 weeks ago

Milwaukee, WI, United States SmarterDx Full time

SmarterDx is excited to welcome a Customer Success Support Analyst to our team In this vital role, you will provide essential technical and product support to our clients, primarily composed of clinical documentation improvement specialists and coders at US health systems. Your mission will be to foster trust and empathy with end users, effectively troubleshoot issues, and determine the need for escalation to our Senior Analysts or Customer Support Operations team. This role demands outstanding communication skills, a strong technical aptitude, and the ability to simplify complex technical concepts into clear, user-friendly explanations.

At SmarterDx, we create innovative clinical AI solutions that help hospitals achieve 100% chart accuracy for revenue integrity. Our platform enables healthcare facilities to present a complete and precise account of patient care, ensuring they recover millions in earned revenue while improving quality of care scores. Join us on our mission to optimize healthcare for everyone

This role is fully remote within the US.

Key Responsibilities

  • Act as the first point of contact for end user inquiries, delivering prompt and effective support via email, phone, and chat.
  • Establish and nurture strong relationships with end users, showing understanding and empathy for their challenges.
  • Troubleshoot and resolve technical issues related to our applications, identifying user errors versus system issues.
  • Escalate intricate technical problems to the necessary teams, providing detailed information about the issues.
  • Keep abreast of product updates and features to deliver accurate and timely support.

What You Bring

  • 3-5 years of experience in technical support or customer service roles, ideally within healthcare technology or SaaS environments.
  • Strong proficiency in at least one of the following: technical troubleshooting, clinical documentation improvement (CDI) processes, or healthcare information systems.
  • Exceptional communication skills to explain technical details clearly to non-technical users.
  • Enhanced empathy and patience, with a sincere desire to support user success.
  • Experience with Jira or other ticketing systems.
  • Ability to quickly grasp new technologies and processes.
  • Strong time management and prioritization skills in a remote work setting.
  • A proactive approach to identifying and resolving potential issues before they escalate.

Preferred Qualifications

  • Experience with CDI software or related healthcare applications.
  • Familiarity with medical terminology and hospital workflows.
  • Ability to create user documentation or training materials.
  • Knowledge of Salesforce and/or SQL.

Compensation

$60,000 - $65,000, with eligibility for overtime pay as per applicable laws.

Benefits

  • Comprehensive Medical, Dental & Vision plans with top-tier insurance providers, covering 90-100% of premiums and 70-90% for dependents, depending on the plan.
  • Complimentary One Medical Membership when enrolled in a SmarterDx medical plan.
  • Up to 12 weeks of Paid Parental Leave for birth or adoption.
  • Fully remote work, supported by a $400 home office reimbursement stipend.
  • Unlimited PTO and 10 Holidays, including 4 floating holidays for personalized recognition of significant days.
  • $500 annual Learning & Development Budget for skill enhancement resources.
  • 401(k) with Traditional & Roth Options for tax-advantaged retirement savings through Empower.
  • A fast-paced, low-bureaucracy environment focused on impactful work.
  • Collaborate with intelligent, supportive, and mission-driven teammates.

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