Support Analyst, Customer Success Operations

Job Description: Serve as the initial point of contact for end user inquiries, providing timely and effective support via phone, email, and chatBuild and maintain strong relationships with end users, demonstrating empathy and understanding of their needs and challengesTroubleshoot and resolve technical issues related to our application, distinguishing between user errors and system-level problemsEscalate complex technical issues to the appropriate team when necessary, providing clear and detailed information about the problemStay up-to-date with product updates and features to provide accurate and current support Requirements: 3-5 years experience in technical support or customer service roles, preferably in healthcare technology or SaaSMust have strong experience in at least one of the following:Technical troubleshooting and problem-solvingClinical documentation improvement (CDI) processesHealthcare information systemsExcellent communication skills, with the ability to explain technical concepts to non-technical usersStrong empathy and patience, with a genuine desire to help users succeedExperience with Jira or other ticketing systemsAbility to quickly learn and adapt to new technologies and processesExcellent time management and prioritization skills in a remote environmentProactive approach to identifying and resolving potential issues before they escalate Benefits: Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 90-100% of your premiums and 70-90% for dependents, depending on the plan.One Medical Membership – Free membership included if you enroll in a SmarterDx medical plan.Paid Parental Leave – Up to 12 weeks of paid leave for birth or adoption.Remote-First Team – Work from anywhere in the U.S. with a $400 home office reimbursement stipend.Unlimited PTO & 10 Holidays – 4 of which include floating holidays so you can recognize the days that matter most to you.Learning & Development Budget – $500 per year (prorated) for courses, books, and resources to expand your skills.401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Empower.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. Apply tot his job