Senior Support Analyst

Role

SmarterDx is seeking a Senior Support Analyst to provide front-line technical and product support for our clients. In this role, you will be the primary point of contact for our users, most of whom are clinical documentation improvement specialists and coders at US health systems. You will be responsible for building trust and empathy with users, troubleshooting issues, and determining whether problems stem from user error or require escalation to our engineering team. This position requires exceptional communication skills, technical aptitude, and the ability to translate complex technical concepts into user-friendly explanations.

SmarterDx builds clinical AI that empowers hospitals to achieve 100% chart accuracy for revenue integrity. Our solution helps hospitals tell the most accurate and complete story of the patient and the care that was delivered, which helps them recover millions in earned revenue and improve quality of care scores. Become a Smartian and help optimize the way the healthcare system works for everyone. Learn more at smarterdx.com/careers.

**This role is fully remote within the US, preferably working Eastern business hours**

What You’ll Do

• Serve as the primary point of contact for user inquiries, providing timely and effective support via phone, email, and chat
• Build and maintain strong relationships with users, demonstrating empathy and understanding of their needs and challenges
• Troubleshoot and resolve technical issues related to our application, distinguishing between user errors and system-level problems
• Escalate complex technical issues to the engineering team when necessary, providing clear and detailed information about the problem
• Develop and maintain support documentation, including FAQs, user guides, and troubleshooting procedures
• Collaborate with the product team to provide user feedback and suggestions for product improvements
• Monitor support metrics and contribute to continuous improvement of support processes
• Conduct user training sessions and create educational materials to enhance user proficiency with our application
• Stay up-to-date with product updates and features to provide accurate and current support

What You Bring

• 3+ years experience in technical support or customer service roles, preferably in healthcare technology or SaaS
• Experience with Jira or other ticketing systems
• Must have strong experience in at least one of the following:
• Clinical documentation improvement (CDI) processes
• Healthcare information systems
• Technical troubleshooting and problem-solving
• Excellent communication skills, with the ability to explain technical concepts to non-technical users
• Strong empathy and patience, with a genuine desire to help users succeed
• Ability to quickly learn and adapt to new technologies and processes
• Excellent time management and prioritization skills in a remote environment
• Proactive approach to identifying and resolving potential issues before they escalate

Nice To Haves

• Experience with clinical documentation improvement (CDI) software or related healthcare applications
• Knowledge of medical terminology and hospital workflows
• Experience in creating user documentation or training materials
• Salesforce and/or SQL experience

Compensation

• $70 to 100K salary + equity