A successful member of the Client Support team, this analyst will demonstrate exceptional problem-solving skills, research abilities, and a drive to continuously learn and collaborate with internal stakeholders to ensure efficient issue resolution. This role involves greater responsibility in task management, troubleshooting, and decision-making, particularly in situations where success or failure has high revenue implications. Additionally, the CSS will take an active role in ensuring accuracy and quality and manage Intercom communications for support-related issues.This position will be expected to work out of our Office at 3-4 days per week. Key Responsibilities:
- Using strong technical skills and excellent communication capabilities, diagnose and resolve software related issues for U.S.-based healthcare companies.
- Manage client communications through email, phone, and video, ensuring clear and professional interactions.
- Conduct in-depth research and analysis to resolve issues and improve processes.
- Work closely with the Customer Success Team, Product, Engineering, and other internal teams to escalate and resolve client issues efficiently.
- Maintain a deep understanding of client configurations and proactively manage updates.
- Identify patterns in client issues and recommend product enhancements.
- Troubleshoot software and integration-related issues at a more advanced level.
- Oversee complex, high-impact tasks tied directly to revenue retention and growth.
- Drive improvements in product adoption by educating clients on best practices.
- Take ownership of high-priority cases, ensuring timely resolution and clear communication with both clients and internal teams.
- Support successful implementations of solutions for clients.
- Manage Intercom communications for support-related issues, ensuring timely responses and efficient issue tracking.
Requirements
- Resumé/application materials must be submitted in English, as this is the primary language used for all internal and external communication.
- Excellent written and spoken business English, with the ability to communicate technical and non-technical issues effectively.
- Strong critical thinking and problem resolution skills with a proactive approach to troubleshooting.
- Experience in Information Systems Management, database management, & SQL.
- Detail-oriented mindset with strong Auditing skills to ensure accuracy and consistency in their work.
- Proficiency in Microsoft Office & Google Drive (especially Excel, with pivot tables).
- Experience using Intercom or similar support platforms for client communications and issue tracking.
- Ability to research, identify, and attempt to resolve technical issues before escalation.
- Strong analytical skills with the ability to identify patterns in client issues and suggest process improvements.
- Excellent organizational skills, with the ability to prioritize tasks and manage multiple cases simultaneously.
- Ability to collaborate cross-functionally with internal teams, including Customer Success Team, Product, and Engineering.
- Adaptability and a continuous learning mindset, thriving in a fast-paced environment; passion for learning new technology Saas experience is a plus.
- Bachelor’s degree, or equivalent experience in technical support.
Top Skills
What We Do
Inbox Health directly addresses one of the fastest-growing problems in healthcare—the challenge of patient A/R. Built for medical billers, Inbox Health automates patient billing and patient payments and modernizes the patient support experience. Inbox Health improves patient engagement by providing clear medical bills immediately after service, choice of payment methods and communication channels, and fast, empathetic support through the phone and live chat. By improving the patient experience, billers see an increase in profitability, cash flow, and collection speeds. With Inbox Health, billing companies report a 60% increase in collection speeds in the first 60 days. Inbox Health provides billing companies an automated, streamlined platform that saves time, reduces paper statement costs, and results in fewer patient phone calls. Inbox Health currently serves over 2,000 healthcare practices and over 2 million patients. Headquartered in New Haven, Conn., Inbox Health was recently named to the Inc. 5000 list of fastest-growing private companies in America. More information can be found at www.inboxhealth.com
