SpendMend

Customer Support Analyst

SpendMend

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

SQL

About the role

  • Act as the primary point of contact for customer support via ticketing system, email, and scheduled calls
  • Troubleshoot platform issues, data discrepancies, and user access questions
  • Escalate complex technical or data issues to engineering or analytics teams with clear documentation and context
  • Track, prioritize, and resolve support tickets in accordance with SLAs
  • Communicate clearly and professionally with customers, translating technical concepts into plain language
  • Proactively identify patterns in support issues and provide feedback to product and engineering teams
  • Contribute to knowledge base articles, FAQs, and internal support documentation
  • Collaborate with Customer Success, Analytics, Product, and Engineering to resolve customer issues efficiently
  • Participate in team meetings, training sessions, and process improvement initiatives

Requirements

  • Bachelor’s degree in a related field (e.g. Computer Science, Information Technology, Business Administration) or equivalent experience
  • Minimum of 3 years of experience in customer service, application support, or a similar role
  • Track record of supporting client-facing applications and troubleshooting technical issues
  • Experience working with health system pharmacy personnel in operations or purchasing (preferred)
  • Detail-oriented, organized, and capable of managing multiple client needs simultaneously
  • Exceptional written and verbal communication skills, with the ability to effectively train users and create clear/concise documentation
  • Proficient in Microsoft Office and familiarity with CRM systems and help desk software
  • Basic SQL or data querying experience (preferred)
Benefits
  • Travel is expected at least once per year for an onsite company meeting

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SQLdata queryingtroubleshootingcustomer supportapplication supporttechnical documentationticketing systemdata analysisknowledge base contributionprocess improvement
Soft skills
communicationorganizationdetail-orientedproblem-solvingcollaborationtrainingcustomer serviceprioritizationfeedback provisionmultitasking