SmarterDx

Support Analyst I, Customer Success Operations

SmarterDx

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $60,000 - $75,000 per year

About the role

  • Serve as the initial point of contact for end user inquiries, providing timely and effective support via phone, email, and chat
  • Build and maintain strong relationships with end 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 appropriate team when necessary, providing clear and detailed information about the problem
  • Stay 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 SaaS
  • Must have strong experience in at least one of the following:
  • Technical troubleshooting and problem-solving
  • Clinical documentation improvement (CDI) processes
  • Healthcare information systems
  • 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
  • Experience with Jira or other ticketing systems
  • 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.
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-solvingclinical documentation improvementhealthcare information systems
Soft Skills
communication skillsempathypatiencetime managementprioritizationproactive approach