Support Analyst II, Customer Success Operations
SmarterDx
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $85,000 - $95,000 per year
About the role
- Serve as a primary, client-facing point of contact for end users, independently managing inquiries across live-video, email, and chat with a focus on resolution quality, timeliness, and client experience—not just response speed
- Exercise sound prioritization judgement when managing multiple concurrent issues, balancing client impact, urgency, and internal discrepancies
- Communicate clearly and confidently with end users during active investigations, setting expectations, and providing updates without over-promising or defaulting to escalation language
- Build and sustain strong, consultative relationships with end users by developing a working knowledge of their workflows, constraints, and priorities, and applying that context to support interactions
- Independently investigate and diagnose complex application issues by distinguishing user behavior, workflow gaps, configuration issues, and system-level defects - leveraging documentation, internal tools, and cross-functional partners early to validate hypotheses and drive timely resolution
- Determine when escalation is warranted and own escalations end-to-end, including synthesizing context, articulating impact, and partnering with internal teams to drive resolution
- Maintain deep understanding of product capabilities, updates, and known limitations, and proactively apply product knowledge to anticipate user questions, prevent issues, and improve support outcomes
- Contribute to shared knowledge and process improvement by documenting learnings, updating internal resources, and refining troubleshooting approaches.
Requirements
- 7-10 years experience in technical support or customer service roles, preferably in healthcare technology or SaaS
- Must have strong experience in at least two of the following:
- Technical troubleshooting and problem-solving
- Experience in creating and/or updating user documentation or training materials
- Healthcare information systems
- Excels at communicating clearly and confidently in live, client-facing conversations, including leading on-camera calls, asking effective clarifying questions, and translating complex technical concepts into language appropriate for clinical and revenue-focused audiences
- Strong empathy and patience, with a genuine desire to help users succeed
- Experience with Jira, Zendesk or other ticketing systems
- Ability to quickly learn and adapt to new technologies and processes
- Demonstrated ability of meeting response and resolution expectations while operating in environments with shifting priorities and evolving requirements
- Proactive approach to identifying and resolving potential issues before they escalate.
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 – So you can relax and recharge.
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical troubleshootingproblem-solvinguser documentationtraining materialshealthcare information systems
Soft Skills
communicationempathypatienceclient-facing interactionsprioritizationrelationship buildingadaptabilityproactive issue resolution